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Apple Customer Service

User Reviews, Ratings and Comments

Apple customer service is ranked #126 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 53.27 out of a possible 200 based upon 264 ratings. This score rates Apple customer service and customer support as Disappointing.

NEGATIVE Comments

220 Negative Comments out of 264 Total Comments is 83.33%.

POSITIVE Comments

44 Positive Comments out of 264 Total Comments is 16.67%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I recently went to the Apple store in Salem,nh for help. I wanted to know how to remove the audio books from my I Pod that I had listened to. So that I could add new ones. Not one tech, or clerk at the store could help. They read the instructions also and still couldn't do it. I have I Pod 2nd generation. I was told that I could call Apple but would have to pay for help. It would have been better customer service if one of the tech's had a way of getting the correct information for me so that they could help. That is what is wrong with business today you always have to call someone else to get the help you need. No one seems to want to help the customers anymore.

    Anonymous 5/14/12 5:36AM
  • I've been a Big fan of Apple since the late 80s - I've enjoyed their products and their service. However I had a terrible experience with their online Apple Store and then when I filled out their survey I received a call from Dave in Austin, Texas who said he was responding to my negative feedback. I was polite and made some suggestions about ways to improve the experience of using the Apple Store but I had the feeling that my words were falling on deaf ears. He said that to make up for my "inconvenience" he would send me a small gift via email. Okay - so now it's been almost a week and no gift. It's not that I asked for a gift or even want a gift - but if you say your going to do something and then don't it just adds insult to injury. Apple has always been proud of the "Apple Experience" that it offers customers - from the purchase to the packaging to the software and the help desk. Perhaps they've grown too big to care anymore. It's a shame.

    Bruce6N 5/12/12 11:23AM
  • Apple Customer service in General as a Company is Superb.

    However, need something regarding your Apple ID...you are sent to a barely speaking person in India, who is rude and could care less and will hang up on you if you don't understand what they are saying.

    Apple, Please listen and do something about these people ruining your reputation. Competition is getting fierce and after this experience I seriously considered exploring other options with my money.

    Regards,
    Scott

    scottps 5/5/12 11:39AM
  • Your support sucks. I just purchased this iMac, switching from a PC, and if I want help loading a flash player, I have to buy a plan. So much for 90 days of help after purchase.
    Wish I'd kept my PC.

    coy9j 4/30/12 11:30AM
  • A Genius deleted my iphone data right in front of me.

    I went Willowbend apple store in Carrollton Texas had a problem with my internet, so I scheduled an appointment with the genius bar, they switched me out a new iphone and then before checking if all my data transferred to new phone a "genius" with a new york accent deleted my old phones data . I lost half my photos all my contacts messages from march, notes and who knows what else I'll realize has been lost.

    A sorry is better than an F U but a sorry doesn't do anything for me. Sorry ....really that is crap, at least offer to do something for me. "sorry I literally deleted months of work right in front of your face. Sorry"

    Thx "Genius"

    tomasio101 4/28/12 11:27AM
  • I have never been so furious at a store in my life. I have been buying apple products for YEARS and WAS a loyal customer. I have iPods, iPhones,you name it. My iPod last night suddenly had the volume buttons stop working. Keeping in mind this is already the second Ipod touch I have received in a year as the last one the touch screen stopped working. My iPod now never leaves the house as I have an iPhone and looks like it just came out of the box. I went in to Apple today expecting the same good service I got last time when they replaced the iPod, as it was a problem out of my control. Imagine my surprise when I go in and am tolled that because its a year old and I did not pay the $50 to get the second year insured (when I paid 300+ for the iPod in the first place)I was going to have to pay $150 to get this one replaced. WHAT! This is a problem Apple freely admitted was not my fault and they will do nothing to help. I have never in my life had a store that required a costumer to pay again when it was obviously not their fault. Well let me tell you Apple, I won't have to worry about anything breaking again because I am NEVER again buying an Apple product. I am appalled that this is how you treat your costumers when they spend thousands of dollars in your store. I will make sure all of my family and friends know what happened and I will never again use any of your products. period.

    ariel7122 4/27/12 1:09PM
  • I knew from the start I was going to have an issue contacting customer service. I was another person getting that typical 8008 error on itunes, but I was not going to pay for something that is their problem. Prior to emailing them I did my own research and tried deleting the temp files and re-downloading with no success, like so many. From what I gathered many people know the 8008 error is apples fault and they do nothing to prevent or fix it. So finally I emailed them, and the first thing this girl emails me are the directions for deleting the temp files and re-downloading. All I could think was is really your that dumb that your going to go off whatever list of common fixes they give and not read what I wrote to you. How sad is it that, that is how robotic these people are they have no common sense to think for themselves and really try to fix peoples problems, they need their lists to get through their day. Then they make people go through all this crap and most of the time the problem is still on their end. Apple has the worst customer service/tech teams!!!!!!!!!!!

    ralley26 4/25/12 2:37PM
  • Be very wary of believing any Apple person who tells you it's a snap to sync an iPhone (or iCloud) with Outlook. Today I experienced a disaster that may takes me weeks to undue - or it may be impossible. My database had over 800 names in it - built up over a period of 20 years in my business. In the process of syncing, the Apple technician shattered my database up into multiple databases - a scrambled mess that cannot be reassembled. I've been on the phone with Apple for 7 hours today, and the people assisting me are as lost as I am. Dell may be able to assist me in reconstructing a recently saved pst folder, or I may be able to reconstruct with the files on my external hard drive. Whatever the fix is, if it's possible, it will not be due to assistance from Apple. I've already lost one business day due to their ineptness, and I expect I will be losing more.

    appledisaster 4/24/12 7:25PM
  • I replaced two T-style Mac chargers, paying for the first and receiving the second free because of how soon the first had stopped working. Apple recalled them, yet I was unable to return my charger because they had replaced it after they were recalled and I had not "paid" for it. I didn't have the money to replace it a third time and it promptly caught on fire in my lap. I knew they were recalled and didn't make a scene. I took it into the store and they gave me the new style, apologizing for the incident. I took it home and found that the Mac battery was not holding a charge. I live an hour away from the closest Apple store, and I work every day. When I returned two weeks later, I was accused of lying about when the battery had stopped charging. Dylan ran a diagnostics test and reset the Mac twice. He concluded that the problem was the logic board, and that it would cost me $500 to replace. Josh intervened and told him to reset it once more, just to be sure. Dylan agreed that this could fix it, but repeated that I would have a $500 bill. Josh said that if it was the logic board, then the fire was definitely been the cause. Dylan acknowledged this, and waited for me to pay. I'm 17 putting myself through college. I saved for a Mac for six years when I was 12. I do not have another $500 to spend on a computer that I spent $2000 on four years ago. I told him I would do without a battery. The price of repair, magically, dropped to $300. I was appalled at the flexibility of the price once Dylan realized I was about to pay nothing. I said no. He tested the battery to see if it wasn't the board after all. He put in a store battery and it still didn't work. I asked to speak to a manager. Twenty minutes later, she finally appeared, and compared my situation to her TV that was struck by lightening. I explained that she didn't pay $70 to be struck by lightening, and I did not pay $70 to be lit on fire by a faulty product. She dramatically told me that the chargers had not been recalled for safety issues, but quality problems, and assured me that the fire wasn't dangerous. Again, I explained that her employees had acknowledged that Apple was at fault for the board. The price dropped 25%. I refused again, unwilling to be haggled by a company that makes a billion dollars annual profit. Dylan ran the test again, and the store battery began to work. He told me that I would need a new battery- one fifth of the cost of the board. By now I realized their scam, and I attempted to explain that I was not paying anything for a problem the company had caused. Dylan attempted to convince me that the battery in the computer was "near the end of it's life anyway" and that regardless of whether or not it caught on fire, I would have to pay the $100. I politely reminded him that the battery in the computer was a brand new store battery. His manager realized his mistake and quickly offered to give me the battery for free. The two then told me that this would be the last "courtesy" and that I had to "stop coming in like this."

    If Steve Jobs knew that this is how his employees were treating their customers, he would roll over in his grave.

    Anonymous 4/14/12 9:41PM
  • I have been using the iphone 3g for a about a couple months now. One day it started glitching and I was going to restart it. I have never turned it off before and I then discovered that the button that restarts it was broken so I called customer service. They could not give me any other ways to restart the iphone except me giving them total control of my computor. I'm 14 years old and i'm not giving some random guy control of my parents computor. I was also suprised that there was not a way to force shut down the iphone. The whole process just seemed sketchy and i just would think that they could talk me through a few troubleshooting techniques to make the iphone less glitchy but they could not help me. So now i have an iphone that lags out to the home screen every five minutes and no troubleshooting techniques. In the end it was not the worst customer service i have seen, but i am dissatisfied that they only have one solution

    kidwithbroken iphone 4/11/12 11:30AM
  • I had worsening problems with iPhone speaker during phone calls (when using a head set, no probs at all) due noise in the call. Many calls had to be interrupted because of the noise. On top of that, operation system update destroyed the OS, and I could not get the thing working until 1+ mths later after the new version arrived. I took it back and my SP said they would take care of it. However, I got a call a few days later saying that because of the slight dent on the cover, warranty is void. No can do, buy a new one, here's the bill (for a maintenance they didnt even do!).

    In my country (Finland) Apple is breaking the consumer law. The law states that it's the manufacturer's duty to prove that malfunction is the user's fault. Apple chooses to ignore this. If the noise would been my fault, I'd happily paid the repair. Furthermore, I managed to insert the sim wrong way around and now the thing doesnt recognize my sim at all: my fault ofc but very bad design to allow the user do such a critical mistake.

    Never again Apple!

    Minnea 4/8/12 2:22AM
  • We bought the most recent better 13" Apple Mac Book Pro on Amazon, the 2nd Mac service agreement purchased, accessories and all $1800. and me and my husband having been on unemployment on and off for three years, but my daughter is in media and insists on having a Mac, for the Final Cut Pro component . My daughter bought it with what was left of her school money for the year, her first one grew legs and walked off from the house. So, Thinking we would be safe if it got lost or stolen with ICloud- and installing it- not only found that it will only narrow down to 30 apartments for which the Detective we are working with cannot get warrants for all, that most likely, Apple has it set up this way because its a LIABILITY ISSUE for them. So, I think Apple owes us some money. FALSE Security and Advertising. The 2nd time someone robbed our home and this was one of the things that was taken along with our HD TVS. Sharon Meredith Austin Texas

    Shak 4/7/12 12:33PM
  • the problem of the lack of knowledge of the initial apple care support advisors is constant and very frustrating;

    not only are they frequently lacking in basic knowledge, they give disastrous misinformation, and on top of that are resistant to passing you on to a senior advisor, insisting they can solve your problem;

    i got a new macbookpro and wanted to migrate the software and documents from my old one to the new one; wanting to make sure i did it right, i called apple care to take me through it, and got someone who did not know the most basic things about a basic process;


    the transfer to the new mac from the old was a disaster due to misinformation that i got from the advisor;

    his lack of knowledge was astonishing and wasted over an hour of my time before i insisted on talking to a senior that pointed out four important and very basic things NONE OF WHICH the initial advisor knew:

    to transfer via wire you use an ethernet cable NOT (as he informed me) a fire wire cable (he took a half an hour of me restarting the computer over and over again trying to get it to recognize the target);

    you need to update the software on both computers before starting the process;

    you must TURN OF SLEEP mode before transferring the software (after 15 hours of transfer time, the transfer stalled, the whole hard drive needed to be erased, and the operating system reinstalled which took 5 hours)

    and

    you must TURN OFF AIRPORT even when the ethernet cable is plugged in, or the computer may switch to wireless transfer instead of cable;

    the whole experience was distasteful, including the part where i held for the supervisor for 12 minutes and then the phone went dead and had to restart the entire process of convincing yet another junior adviosr to pass me on to a senior and then holding again;

    why these basic pieces of information about migration are not known by the junior advisors is beyond me;

    this is not the service i expect from apple, and i have determined that i will always insist on an advanced supervisor whenever i call in to apple care; the training these initial guys are getting is shoddy;

    Anonymous 4/7/12 11:00AM
  • The representative I spoke to on the phone said the wireless keyboard was covered under a one-year warranty. He advised me to drive to the Apple store on the north side of Milwaukee. After making an appointment, and driving to the store, the next representative said the keyboard only has a 14-day warranty. I couldn't be more frustrated with Apple's level of customer service, and I can't believe that I'm considering switching back from Mac, despite how much I've been looking forward to the April release of the new MacBook.

    switchingbackfrommac 4/2/12 3:11PM
  • Like some other users on here, I have fallen prey to the "there's a dent, therefore it's all your fault" argument Apple is so fond of. One day my iPad just stopped working. I sent it in only to find out that they are unwilling to repair it because there's a small dent on the unit. This is preposterous- how can you assume from the appearance of the unit that it's the customer's fault?! Yes, the dent was my fault, but the iPad worked for the two following months so it clearly wasn't the issue.

    Next thing you know, my health insurance is going to refuse to pay because they found an "accidental" scratch on my arm, and my car insurance isn't going to cover the damages undeservingly done to my car because my window is cracked. I mean, c'mon, I'm not asking you to repair the window!

    Sorry apple, never again. You've lost a customer, and rest assured I'll make sure no one I know buys from you without giving it a second thought. This is despicable.

    ateghipc 4/2/12 2:21PM
  • Relaying your problem with Apple's front line tech reps is a waste of time!! If you dont start with a so called "Senior Advisor" you are wasting your time. Any problem more difficult that "how do I turn it on" if more that the entry level techs can handle. I currently have an issue with Apple software issued with the device (MacBook Air) not being able to install. The senior level rep "mis-handling" this issue mad a reccommendation that isn't even compatible (cannot be installed) with my version of the operating system.

    Its clear that at this point Development at Apple has far surpassed the abilities of their Support staff... and ... things will only get worse. I remember with you could get help and solutions for "free" from Apple... Now that they will charge you whenever they can its not worth anything. I think they expect that we will just trash our current setup and buy a new one out of frustration... WRONG!!!

    Mrstonybrook 4/2/12 1:02PM
  • You would think because Apple is so high-tech they would have a somewhat adequate customer service... They do not. It sucks. They have no clue what they are talking about. They fail.

    Anonymous 4/2/12 9:20AM
  • To Whom It May Concern,

    As a recent customer of Apple IPhone I want to inform you of a major concern I have with your IPhone customer support.

    On Sunday April 1, 2012 at approximately 6:30 pm est I had the unfortunate experience of contacting support through your website; 800-894-7466.

    After an extended hold I spoke to Julian. I asked him to advise me on the best way to turn off location/tracking on my 4S. He immediately told me to do a factory reset. I questioned him and he said I would not lose anything and told me how.

    Today I lost someone close to me from death and was not thinking.

    Julian did not ask me if I was on the phone. I did the factory reset. MISTAKE!
    The call disconnected and there was no stopping the reset. I immediately lost much of my information on the phone. I then checked my email to find instructions (click on the link) on how to correctly turn off location. TOO LATE!

    I immediately called back, to be on another extended hold, this one lasting over 39 minutes. I got Matt. I explained what just happened with Julian. Matt apologized and said that was not the solution. By now I knew this. Matt said he would make notes and get me a senior advisor. He blind transferred me and put me back in the queue.

    40.31 later I was on the phone with Rich. By now I know your playlist of hold music because I have heard it 3 times. I thanked Rich for the extended hold and he hung up. He can say the call was disconnected or dropped but I have AT&T and DO NOT DROP CALLS EVER!

    Setting up calls, searching for solutions losing hope.

    I called back because even though all “advisors” had my phone number none called me back. This time I got Russ. Russ was attempting to help. He stayed on hold with me for 57 minutes as we waited for a “senior advisor”. No solution, more wasted time, more playlist, more disappointment and aggravation.

    Aaron eventually got on the phone with me. His direct number is 877-416-4271 ext. 65426. He tried to help me with a restore but I only had one for some reason. I plug the phone into my computer every single day yet only had one restore. The restore made it even worse. Now I have a very expensive paperweight. My loved ones recently changed numbers are lost. My photos are gone. My confidence in APPLE is destroyed.

    What do I want? I want Julian immediately terminated for false information. Matt should be given at the least a written warning. Rich should be terminated. Russ should get a raise. Aaron has not solved anything and suggested I go to sleep. After over 5 hours on hold/talking to APPLE SUPPORT he supposedly with call me tomorrow.

    This is what would have happened to me if during my 5 years in a corporate call center I had treated a customer so disrespectfully, rudely, and been so ignorant of the correct solution. I would have immediately lost my job. That is the least of what should happen to Julian and Rich.

    Do I actually expect you to listen to a CUSTOMER? Maybe, maybe not…however I have over 500 Facebook friends, I have over 750 connections on LinkedIn and basically have nothing better to do than to share my experience. Twitter is next…

    kimmikat29 4/1/12 9:06PM
  • Was told buy two employees of an apple store that it is not possible to contact a human on the phone at itunes. Was also "unofficially" informed I would have to find and pay for a "third party" to correct my ipod-itunes problem. Manager hung up on me because I said "bull sh*t".
    Will not buy another Apple product.

    jubal 4/1/12 7:51PM
  • I recently returned my Ipod 1st generation under recall and received a 6th generation as a replacement which is not an acceptable product. I have been through 4 customer service reps all of whom have promised different resolution options, failed to deliver on these options and then tossed the problem to someone else. Customer Service is not a term I would apply to Apple - they have no idea how to fix a problem nor do they care. Had I known what was going to happen I would have NEVER returned my device.

    Anonymous 3/29/12 1:02PM
  • I'm putting this at the top so more people are likely to see it

    The supervisor finally told me this, and I swear this is the truth! "The info we've been giving you applies to the iPhone, the iPad is so new we don't have any info on it yet." This was on 3-28-12.

    Absolutely the most friendly, least knowledgeable support ever. If Sales couldn't answer a question at least they didn't pretend to know and give wrong answer, like tech support did, instead they transferred me to tech support. Only 1 out of 4 iPad specialists gave me correct answers. the other 3 out of 4, including a senior support supervisor, were totally clueless and instead of checking on things, tried to bullsh*t their way through. 3 out of 4, including the senior supervisor, told me that any 4G iPad I bought would work with both AT&T and Verizon. Unbelievable!! I thought I didn't know anything, but I knew more than all of them except for 1 guy who really knew his stuff. I was really shocked since I had always heard how Apple was this great company. Don't believe it. This was on the phone, hopefully their in-store support is better.

    fredthered 3/29/12 1:47AM
  • Bought an Ipad five months ago. Suddenly and without warning or erratic malfunction the display stopped working. Apple Store employee disallowed warranty because there was a very small dent in the metallic cornet of the unit, although the glass was still perfectly seeded. Apple is looking for ways to void the warranty and charge customers, even when no reasonable person would look at extremely minor damage to the metal casing and then make a positive assertion that the display stopped working because of that damage (like saying the engine stopped working because of a door ding).

    I sold my AAPL stock on my phone in the store. I went to lunch and convinced the restaurant owner, who was thinking of buying an iPad, that Apple does not stand behind its warranty. I will find a way to take at least triple the profits of the fee I was charged for what I feel was their defective part and their not standing behind their warranty.

    It does not appear that they want to make it easy to file a complaint about the store. This will reflect in the rating I am providing in this review for 'reachability'.

    former apple user 3/27/12 8:13PM
  • I cannot believe that we are even addressing this problem. I was led to believe that Apple was the best computer for college students. Well...... we have had some problems that were not resolved by applecare
    which we were told could repair any problem we had. First of all we were told that Applecare was 3 years in addition to our 1 year warranty for a total of 4 years at the time of purchase. Now we are told that is not true that our warranty ends in July of this year. We had problems with the MacPro which were repaired.....then the problems reocurred...We took it to the Apple Store where they told us the problem was a permissions problem and that it was repaired.
    We explained that other problems we experienced were hard drive issues as was this problem, but they insisted that this would correct it. 48 hours and 240 miles later, the same problem occurred. I called to make an appointment and we drove to the store to get a new hard drive. They replaced
    the hard drive and now exactly one week later
    the computer will not start up...... We cannot afford these problems as my son is a student and relies on his computer. We are terribly dissapointed and will never buy another Apple computer.

    Anonymous 3/15/12 8:32PM
  • Very terrible experience with Apple today. Purchased a brand new MacBook Air-it worked for 5 days and then totally froze. Went to an Apple Store-they said unit was defective. Apple would not take unit back -told me to go to place I purchased it at. Amazon.com was super about instantly issuing refund label and no problem refunding money due to defect and proof of it from Apple Store.
    I waited on the phone for the Apple rep for 20 minutes in this matter,.and finally hung up. I later got a message back from him telling me to return the unit to Amazon.
    The next part is even worse-I got the Apple Care plan for another $225 for the defective unit. I again called Apple Care-the rep said they could not refund it or switch it to a new unit without Amazon faxing them all kinds of information. Yeah right! I had the new MacBook Air one week-they would not take the unit back directly to replace-o, and they would not help me a transfer with the Apple Care plan if I got a new MacBook Air.
    Guess they lost this former Apple customer forever.

    Shrinkmfs 3/12/12 5:42PM
  • I have purchased a I pad from singapore, in this I pad WiFi is not working.I am a SriLankan living in Srilanka.as there is no authorized dealer for my country I am facing a difficulty of getting this problem corrected.several attempts were made to inform customer support division.unable to complete as there is option to mentioned the county name Sri Lanka is not in the country list.

    JHS 3/11/12 5:51PM
  • Very disappointing, my iMac HDD failed after 18 months of minor use. I have complained in store, where the manager was very rude and I was told i should be glad my display hadn't failed as that would cost me £700 to repair compared with the £175 to replace the HDD. I wrote a letter of complaint to the Head office in Ireland about the failure as I thought i had bought a premium product as i had paid a premium price. Also how i was treated in store and the length of time the repair took, I was told to get my legal representatives to contact the Apple Legal department.
    ***Never buying an apple product again****

    G39 3/10/12 1:14PM
  • Worst Customer service EVER
    I had some issue with the iPhone 4 from the beginning.

    Initially my phone was replaced sometime earlier 2011. the reason of the replacement was that my phone wasn't detecting the SIM card
    After some time My phone started to act up. My phone was heating up and even on the screen it was giving a warning message " Temperature"
    I went to Apple store and they didn't help me because i didn't have any appointment.
    then i made an appointment, and still didn't get any help. Tech told me to restore the phone without even looking at my phone, they could have told me the last time when i went the first time without the appointment.
    i made another appointment about 2 weeks after, when restoring the phone didn't help. This time i was told that " probably i didn't restore the device properly" and the tech wanted me to go back home again and restore again. at that time i lost my temper and demanded to fix my phone. I had a white phone and tech replaced it with black, as he said they don't have any white phone in stock. per tech, he replaced my phone with "USED" device.

    My phone was replaced some time in the 2nd week of November. i called the store about 10 days after because my phone was started to give me different kind of issues. My phone would shut down with any reason, and i was not able to turn it back on unless i plug it to some power source. and there are 2 minor issues as well. i spoke to a tech support over the phone and i was given the same story again to restore the phone. i did all kind of trouble shoot nothing worked out. i was in the Apple store neighborhood and decided to go there, but they didn't help me because i didn't have an appointment. that was the worst serve i have ever seen. no one wanted to take the ownership of the issue.

    Now i am in NY and went to Manhasset store, explained the issue, and the tech said, i would have changed the phone for you if you would have come 17 days before, as i was 17 days over the 90 days warranty. i explained the ive been reporting the issue from day one, Technically my issue should have been resolved loge ago when my phone was replaced originally. I tried my best to explain, but he kept on saying "i am 17 days over the warranty date" i called Apple 800 # and filed a complaint, and i was told I'll get a call within 24 hrs from customer service. i never received any call. then i Spoke to the Manhasset store manager " Joe Kempton" he put all the blame on the store i was originally dealing with. I told him that i am not working with an individual here I am dealing with "APPLE" why no one wants to take the responsibility. he asked me to go back to Charlotte, NC and deal with the apple store there.
    As of now, my issue is still there.

    Bamar 3/9/12 4:39PM
  • Ok I have had my iphone 4 for a little over a year now. In that amount of time I have had to call Apple's customer support for at least 6 different problems. Most of those calls consist of my Apple account being disabled. Each time I call answer all their questions and after changing my password more than once each time I'm assured that my account has been reactivated only to find out that is hasn't been only moments after hanging up the phone and having to call back sometimes twice before the problem is resolved. Now I understand them deactivating the account for suspicion of unauthorized use but I should not have to spend hours on the phone or call back several times to have one account activated, and this happens everytime. So I can honestly say that after 6 technical support issues, over a dozen calls to customer support, and countless hours of frustration I have found only 6 customer service representitives at apple customer support that know what they are doing and as you have probably guessed they are the last ones I spoke to after each problem. I think if Apple were to come up with something similar to a "secret shopper" it would be a useful tool to improving their customer service and help customer service supervisors to "weed out" the reps who are just saying whatever the customer wants to hear to get them off the phone and get to their next call to make it appear as if they are being productive when in reality they aren't helping anyone but themselves.

    Anonymous 3/8/12 8:24PM
  • i waited on hold for 19 minutes before someone answered only to tell me that i have to email a billing dispute on express lane. I cant believe a huge business like apple has such terrible customer service

    angelean 3/8/12 7:55PM
  • APLLE I-phone service is a JOKE they but bunch off retarded teenager with small flash light, it does not matter what the issue with your phone , they use the flash light to see the top off the phone and where you charge the phone then all they said the phone is “bad” you need replacement.

    2 days ago I went to the store from my 4G I-phone it did vibrate for 1 min then shut off, I went to the store they said it need replacement, after I went home the I bulged the phone to the charger and it start working again.
    Now to I was checking my e-mail and the hall phone freeze up, I am worry to go back to these clown.

    Zee 3/8/12 6:24PM
  • Apple reregisters serial numbers for stolen iPhones, no questions asked. Then, when the owner of the stolen phone reports it stolen, both the Apple Store and Apple Care see that it is registered under a different name and does not respond to the questions of the owner. Furthermore, they say they will answer the questions of a police officer but then drag their feet on that too. Their policy is "we service the merchandise". Not the person who bought the merchandise and the Apple Care from them! Disgusted here in Albuquerque.

    Disgusted in Albuquerque 3/8/12 3:15PM
  • Had a wall charger, and the usb part broke. Had to discuss 20mins with 2 different people that kept saying I was using the charger wrong. I said I've never experienced this happen on any usb in my entire life, how could this be me using this wrong? She told me that I cant compare apple products with other things. Like, you're now saying that apple products has a lower quality than average things?. Not until I mentioned that I bought 2 iphones, and the other charger worked fine, she gave up her argument. And then I had to give her my creditcard numbers for 10$ deposit, that I would get back when I sent back the old broken charger. And all of the sudden she changes her mind, and tell me its a 40$ deposit, because of the tax and stuff. And I was like, you're telling me that taxcharge is over 100%? And on top of that I have to wait 2 weeks! This kind of customerservice is unacceptable!
    I will never buy a apple product again.

    Anonymous 3/5/12 9:09AM
  • I BEEN GOING AT THE 5 AVE STORE IN MANHATTAN TO GET MY REPLACMENT PHONE 3 TIMES AND THEY KEEP TELLING ME OUT OF THE
    STOCK AND THATS JUST A REPLACMENT FOR MY NEW PHNE ONLY 4 MONTH OLD CAN YOU BELIEVE THAT ..... WITH OUT THANK YOU
    VERONIA KAMEL

    veronia 3/2/12 5:48PM
  • i ordered an apple computer and accessories on-line for my son. i live in PA; he lives in NYC. i never, never had so much trouble getting something straightened out as i did telling the West 14th apple store in NYC that i gave permission for him to pick these up. he spent one and a half hours there because i was unreachable by phone at the time. then he had to go back 2 days later to pick up the printer.. and went thru the exact same process. i am an avid fan of face book and plan to let my many friends know of this treatment. i spoke with the same fellow three times (and did not get his name, much to my dismay) and he was terribly rude to me... awful experience.. awful..

    Anonymous 3/2/12 12:15PM
  • POOR service with the Genius, whoever at the Syracuse store. I traveled an hour to reach the store, was given 15 minutes to STATE my problem, computer in hand. The genius did not introduce himself, worked with another customer during what I thought was my time, and the genius did not fix my problem. I did NOT get my 15 MINUTES because help was given to another customer. My concerns went unanswered. I did get a response from genius, "YOUR FIFTEEN MINUTES IS UP."Result, travel another hour home to Binghamton, NY with the problems unsolved/resolved/fixed/or a waisted trip. Estimation of quality product and service, presently has gone from very high to ZERO.

    Anonymous 2/28/12 6:08PM
  • I have a slight speech problem, nothing that is that bad, just a slight stammer, after waiting on the phone for 30mins for Apple Support to replace my dead IPad, I could hear the customer services person laughing at me in the background, this of course made my stammer worse, and I felt really humiliated by Apple support, so much so that I smashed my iPad up the same night. I will never buy anything from Apple again.

    ElGazza 2/28/12 3:08PM
  • Dear Sir,

    Good day,

    I have been regularly buying phones for the officials of my company.

    About a week back I purchased Apple I Phone 4 S 16 GB and on a very first day realized that the battery last only for 2 hours, I have taken the phone to the Tressor system, Chakkarpur, Gurgaon the authorized service center of Apple and understand that this problem is faced by number of other users and it will take them 3 - 4 days for replacement. I will like to highlight following:
    a. The company like Apple selling one of the most expensive phone in India has opened a service center in a village Chakkarpur where to arrive is a great deal of time with no signage, Incidentally it took me 1 hour to locate the service center.

    b. During my presence in the service center of 45 minutes, there were minimum 5 clients having similar problem, Incidentally some of them had phone replaced 2 - 3 times as the battery does not last for more than 2 - 3 hours.

    c. Apple is replacing the phone and needs 3 - 4 days, how they expect client to manage for these days as in I phone slim card is used and it is again very cumbersome to get it changed to the normal sim card.

    I look forward for your comments.


    Regards,

    Anonymous 2/28/12 5:03AM
  • They are HORRIBLE!!!!!!!!!!!!!!!!!!! I would rather deal with the nightmare of calling overseas than deal with these arrogant, uninformed and INPATIENT people!
    Eight out of eight phone calls to them, includinga supervisor, and much hold and automatd time- they are HORRIBLE!!!!!!!
    I think they have forgotton what their job is: CUSTOMER SERVICE. Hello, if people are calling, they need help, they are not apple experts. And they are rude, rude and even more impatient.
    GET NEW MANAGEMENT AND NEW EMPLOYEES!
    I was going to buy a MacBook Pro today but after the issues I have had dealing with my Iphone- NO WAY.
    Apple, PLEASE get SERVICE TO HELP YOUR CUSTOMERS!

    APPLE CUST SERV SUX 2/22/12 2:16PM
  • I purchased an Imac in 2011 Oct. It went down is less than 4 months with suspected video card and logic board problems.The computer is not in the repair shop for last 7 days and they are unable to fix it at this time. I do not blame Apple for computer going bad as it could happen to anyone, BUT.... replace the computer and let the customer be on his/her way and get back to life. This is particularly frustrating to me because I'm a professional designer and use my computer EVERYDAY to bring in my income. I explained this to them and they honestly did not care. I suggested replacement and they said they felt it did not warrant replacement unless it fails multiple times. At this rate... I lack confidence in the product and in the customer service and I'm now seeking alternative means of making sure I'm not left out in dry such as the apple store has left me. Also.. the store according to apple corporate has the ability to make the decision to make the replacement, so.. there is not a "it out of my hands" type of scenario. They can in fact help me, and won't.
    I've in past purchased a Power PC, G4 Tower Package, G5 Tower Package, iPod(s) and not an iMac.. I'm a long time Apple product user and this is the type of customer service I receive!!!! Booo on Apple Corp.

    Graphic Designer 2/20/12 9:28AM
  • I just want to make a comment about one of your representatives Zack with ID # 38149 he says he is a clal director. First of all we were told to call this nuumber to dispute itune charges 18002752273 when we are speaking to a representative elsewhere. After reaching Zack he was telling us that there is no number to call to dispute charges. He was raising his voice at me and talking over me. I love Apple but the service that i have gotten so far is very disappointing!

    Aileen Everett 2/17/12 1:38PM
  • Almost 45 mins on the phone with Customer Service Agent, only to find that the 1 Year warranty on Magic Mouse was no longer active after only a month... How is that possible?!

    volamoot 2/17/12 6:32AM
  • I have been trying to reset my Itunes password for over 3 months. This company is amazing. I saved all the emails. All started when I changed my email address in Itunes to my new gmail account. All of a sudden Itunes won't accept my log in and password. I click reset and send email notification and guess what? I didn't get it. Why? Since I changed my email it had to be verified. OK, but where is the email to do it? Didn't come to either address. So Rashimi after pointing me to AppleID login 3 times before he would even read my emails to see I've already done everything. Suddenly stops responding and now it's been 2 months. All of a sudden I get an email from Pappu claiming Rashimi has taken ill and he will handle my issue. So again I send Pappu all the info and he requested my security questions and recent invoice number and I did it all and explained none of my security questions are working either. 2 weeks and still no response. Mind you all I'm doing is resetting my password. Anybody else and it's two clicks. Why all this aggravation for something that is so simple. Both emails are still working and nothing to either.

    Desparate 2/16/12 8:56PM
  • APPLE SUPPORT IS NEVER AVAILABLE..I GIVE ALL MY DETAIL IN THE WEB PAGE AND THEY SAY WILL SUPPOSEDLY CALL ME IN LESS THAN 1 MINUTE. IVE BEEN WAITING SEVERAL WEEK FOR THE CALL.

    Apple support sucks 2/11/12 11:02AM
  • I had a new in box ipod nano that I took into a genius bar June of 2011 because the device would not turn on. I had to pay a $70 repair fee. It's now Feb 2012 and I'm experiencing the same problem. I was told that I would need to pay another $70 to repair the device. I think it's ridiculous to pay an additional fee for an almost new device. I've already paid the fee once when it was new out of the box and now to pay it again less than a year later is a crock of ! Forget the hype Apple customer service is terrible.

    badapple 2/10/12 3:40PM
  • I just wanted to congratulate Apple for having the foresight to hire some of the most incompetent customer service representatives available. When you screwed up shipping my phone through FedEx by not including my apartment number, I didn't lose heart. I went out to the Brooklyn facility to schedule a pickup. That trip took an hour on 2 separate subway trains, going through some seedy parts of Brooklyn mind you. As I was unsuccessful on my first trip, I talked to my first Apple Representative who told me that they would make sure the package remained at the Brooklyn facility to be picked up on Friday. Friday comes, I wake up ungodly early to make the same trip only to find out that the package had instead ... GONE TO NEW JERSEY!! Wow. I can't describe in words just how angry that made me, but that isn't even the worst part.

    The worst part? My second Apple Representative who didn't even bother to look up the history on this order until I told her to do so. She told me I could return it once I received it, which would take an Act of God to receive this package at this point. I was SO infuriated that I told her to just take it back, telling her that at this point I would rather get a droid. Do you know what response I got? "ENJOY YOUR DROID!"

    WOW, JUST WOW!! Apple has CLEARLY gotten way too full of itself when it can completely screw up a customers order and then have the AUDACITY to treat a customer so poorly. You could have worked with me to get me the phone, but instead you just HAD to act so arrogantly towards me. So you know what? I WILL enjoy my droid. Should Apple ever see the days where you are back to a company on the edge of bankruptcy (like say where you were in the late 80's or early 90's), don't come crying to me. I will not support your company anymore.

    dpjoker007 2/10/12 10:56AM
  • I hated everything about Apple except for the damn phone, and thats about to be not enough. They did nothing to solve my problem except made it worse!!

    Angry Customer 2/6/12 10:55AM
  • Had an issue with a file that I purchased but did not download properly to my computer. Wrote details in email such as name of song and error code for the file. Was given a 'form letter' response about how to download files to my computer. Sent message back that I had already tried those things and that Ever (customer service rep) needed to read my initial complaint to see what the exact problem was. He wrote back again in 'form letter' response about how to find music on your computer. Sent response back saying that I had already done that and he could keep the 99 cents for the download, because he was frustrating me. Ever emails me back and tells me he didn't know I was talking about one file, when I had clearly mentioned it in my initial complaint. I decided to send another complain as I did NOT want to deal with Ever - ever again. I went into extreme detail about the nature of the problem. I get a response back from Ever, (SERIOUSLY?!?!) saying he is sorry for the inconvenience and that he did not realize I was only talking about one song. Not once did he take responsibility for his ineptness in not reading my initial complaint.

    KAT_CO 2/1/12 10:23PM
  • Just bought a brandnew Mac Air, Did not even take it home, but returned it after being spoken to in a very disrespectfull manner and lied to . Data transfer from my Dell was promised but not executed. Was told , that it is easy, I should do it myself via external device. I said , but that is what you promised to do , because you are the specialists and I bought the support program , because I need the help.When I discovered that not even my bookmarks had been transfered and I was told"I guess now you have to do that yourself too!, I complained and KASSANDRA, my Apple person, from Market Mall Apple store in Calgary said to me, "You should talk to somebody to whom it matters!" I was left speechless!! Indeed I talked to Paula, apparently the manager , who told me to stop talking if I like to be helped. Okay , her solution, after talking to the techie in the back, whom I never met, was, the computers don't talk to each other so this information cannot be transfered.
    Sadly , those are mainly pictures of my dead parents , and mac air does not have a disc drive, so what could I do. The techie did nothing and I was to my own solution to the problem.
    Problem solved, computer returned and I was told , people return their comtuters all the time!! I wonder why, could the total lack of respect and service displayed by these totally arrogant and disinterested people be the reason. Reason for me not to fall for the Apple cult and stay PC. I wish Stve Jobs would have listened to how his empire is run now, or is it the the begin of the end . Oh how the mighty can fall!! Being too successfull does not make you invincible!

    rotten apples in Calgary 2/1/12 10:02AM
  • Just upgraded to Apple's new 5.0.1 for iPad, once fuctional most of my expensive apps were gone, after spending three hours on the phone and at the store the very best I got was:

    It's a problem with the App manufactures, not us...guess what, I'll struggle along with subpar customer service and await a new company to come along and will def jump ship the second I can

    Gravespms@aol.com 1/31/12 3:22PM
  • Really bad experience in the store, I took my phone in after had difficulties removing it from a charger in my car. I had to forcefully remove it and took it in the store where they said I will not be able to charge my phone anymore .I purchased a new phone at 8:45 at night( $300) -and wanted the manager to write a note saying my old phone got damaged in my car.She was writing about the water damage more than about the fact it couldn't be charged .Returning home I used the same charger and my phone charged just fine.,! They are liars and just want to push a new phone on you and on top of it i returned to the store because the charger was missing talked to the manager and he attacked me saying i was a liar and to have a good life. Well i am going to have a good life because i am already in my mid50s and i am a professional succesful Dr. But do you really want to employ People like this to sell your amazing products??? Most of them are rude and dont try to resolve the issue in a nice professional way that would suit the company, Instead they accuse you of lying specifically the manager . I am sure I wasn't the only one thus far ! It truly makes me to not even want the product . I had a talk with another customer on my way out and he told me that apple is known for terrible service and he only will look but not buy. I haven't had a bad experience before so it's new to me .I will not visit the Somerset apple store in mich. Again I am for a company that puts customers first ,, (I assume he told me I am a liar because I wanted a letter saying I couldn't remove the phone from a charger) ?..I just spent $300 on a new phone and the charger is built in my Mercedes do you think that Mercedes is such a company that wouldn't believe a customer even without a statement..?

    Anonymous 1/28/12 12:46PM
  • sometimes its not just the representatives that needs to work on their product knowledge but as well as the cust who calls in. we understand the fact that we are frustrated for having the need to call cust service for something that we paid for,but we have to also have a reality check that the service reps are people to, they breathe and bleed like all of us do. we may not get the best cust experience we want but we also want to put into consideration how hard it is for these reps to act as shock absorbers and technicians at the same time. we may never know that they might also be crying after that call u made.

    aj 1/25/12 7:41PM
  • I have been an Apple I Phone customer for a number of years, and have purchased One To One for each of those years.
    I used to be able to get a one to one session within a few days:; now Apple HAS MADE A CORPORATE DECISION TO SEVERELY LIMIT THESE SESSIONS to at best EVERY TWO WEEKS!
    This is BAD FAITH, and with the death of Steve Jobs and the takeover by the BEAN COUNTERS I am afraid it is now a very different company.

    Carlsbad, CA 1/19/12 2:13PM
  • Took my macbook in for a supposedly small issue (so Apple care told me) to the Genius counter in London White City. Cut a long story short they wiped all my applications Adobe suite etc. and then said I had to take responsibility as I had been asked if my data had been backed up. Yes I had told them I backed up my files on a small pen drive. At no time did they explain to me that data = Applications. It might be clear to many of you but to me if there was a risk to my applications then that should have been explained. Even on the front of the paper I signed it simply says data no mention of applications...only on the back of the paper in half tone grey ink and buried in the text does it mention application. I feel very stupid now that I have been a loyal customer of Apple for over twenty years with numerous machines and I have only just seen that they do not care at all. My working life had been wiped and they just wanted me to leave the shop and for me to take responsibility for something one of their careless workers had done. Unbelievable.

    disillusioned 1/18/12 4:58PM
  • My husband just came back from the Apple store in 11530 NY area, and he is so extremely dissatisfied with their treatment and lack of customer service skills!!
    They are obviously getting too big and WILL eventually fall from their lack of service ability and lack of knowledge in teaching their employees how to propertly treat humans! Sadly for them, Steve Jobs is no longer around to save them with his genius and perhaps he would have been able to suggest a way to stop them from crashing within the next few years!
    I work for a worldwide company that now places customer experience number 1 on the scale of importance and Apple is clearly failing! Good bye Apple!!! As soon as my contract is over with all Apple products (we have three because of my children) I will never buy another!!!!!!!!!!!!!!
    I would be really angry if I had invested stock in this company , because I truly foresee a failing of their future stock!!!

    kimgeneva 1/17/12 9:13AM
  • Anything Mac located in Yusuf Sarai is worst service centre in New Delhi. Their so called head Anirudh has no knowledge and has spoiled my good working macbook. I am so eager to launch a complain against this service centre.

    Singh 1/16/12 9:25AM
  • Switching from windows to mac may be no biggies to others but to me its huge. I have never had any mac until recently. The first time we went to Ala Moana (Honolulu HI) Apple Store, we were attended by friendly, knowledgeable and helpful staff. Which made us buy Mac Pro and the Desktop.
    Couple of days ago we thought of going back there since we know that we can get help or answers to our concerns regarding our newly bought laptop. We also thought of buying a new gadget. BIG MISTAKE!!! The way this one staff explained to us with the pitch of his voice making us feel like "idiots". Pitch that was getting higher and we can tell he is getting frustrated with us. And to top that he even said "we are going in circles here, look" ..now those kinds of words are not the ones that you should be using when you are dealing with customers who are trying to get help/answers. He made us look like idiots when in the first place he should have known better because we won't be asking him if we knew it at all. He may have not said it but the tone of his voice says it all. Such an arrogant and ill mannered Apple store staff. We were going to buy another product from their store but totally changed our mind. I hope that the Apple Store in Ala Moana Honolulu will do better in hiring their staff. It's not just the knowledge that counts but also the attitude.
    We've met a lot of good staff in their store but this one just blew it.

    frustratednewbieMACuser 1/11/12 10:10PM
  • I have been on the phone with Apple to fix an Ipod issue for a total of three hours, while they charged my credit card to fix the issue. They finally sent me to "Sr. Tech Support." As of this posting, I have no resolution and I PAID FOR THE STINKING FIX! I'll never buy Apple again! The service is inept, rude and lacks knowledge of their own product.

    McGoo 1/11/12 8:03PM
  • Two days before Christmas 2011, I brought my imac to the Calgary Chinoor apple store for service on my superdrive. It would not recognise any disk. After a check by a genius, I was told that it should be replace at a cost of about C$170.00. I agreeded.
    I was sent a email on or about 27th Dec to come and collect my computer. I went to pick iy up on the 29th Dec, It still failed to recognise any disk. The young genius assured me that they will work on it right away and I should get a call in a day or two.
    On Jan 2nd 2012 I call Apple and was told to come collect my computer. (I did not receive any communicat, verbal or via email that to come and collect my computer).
    At the store the genius hauled out my computer and asked me to sign some papers. I asked should'nt we test the Superdrive first.
    He said the problem was not the superdrive but the ASAT connection. The cost would be $500 and that I rejected any offer to fix the computer.
    I said I never received ant call from Apple about this situation and only now was I being told about this problem.
    There was no effort from Apple staff about providing an apology for the delay and waste of time.
    My gut feeling is that the tech who worked on my computer was not interested on further working on my computer and made up the the excuse that I had rejected the cost of repaire - $500 to replace a ASAT cable! Plus the fact that my request to check the internal mic which was not working was never even apprached.)
    To be fair, I appreciated the service on the floor on how staff approached and treated customers who were waiting to be served. The store was extreamly busy and staff were extreamly cool and patient with everyong. Kodos for that.
    To end this, staff asked me again whether I wanted repairs done and I said yes but not by them. I would seek third party assistance.
    Sorry Apple but it's time to tweak the service and not rest on your success, which has come via loyal supporters.

    Applecore 1/9/12 5:54PM
  • Ordered an IPAD on 12/19. Had two delivered by Christmas Eve. I called in to see what had happened thinking they would charge me. I was assured it was sent in error and that I wouldn't be charged. Since I didn't approve it being delivered, I could keep it at no charge. I gave it to a student to use for next semester. Apps and accessaries were purchased. Got a call the following week stating the 'loaner' I had approved needed to be returned. I NEVER approved a loaner. After going up to the corporate offices, I was told that the orignal sales manager who pretty much called me a thief and a liar had the last say on what would happen. End result, Apple states they aren't liable for the Apple rep stating we could keep it with no added charge... we are returning the IPAD and will not be paid the accessaries. The corporate offices will send us out an IPOD so we can use the apps purchased. This will be sold so we can make up some of the money lost. Apple = Fail. I will never do business with this company again.

    unhappywithapple 1/5/12 8:26AM
  • I converted from being a long-time PC user to a Mac about four months ago. Prevailing wisdom is that I would love Apple. People told me I would love Apple. I was prepared to love Apple. I don't love Apple. I believe they have become the victims of their own success and simply are not properly organized to handle the volume, particularly at the store level. Their customer service at the stores is spectacularly awful. Long wait times, even when you've made an appointment. Missed deadlines for work they are asked to do. Lack of quality control. Today, I drove 30 minutes to the store, waited 30 minutes for my appointment, then had to leave because of another meeting I had scheduled...and never saw a 'genius' on the Genius Bar. I hope they begin to experience the effects of paying so little attention to customer service. They don't deserve to be rewarded for such poor operations.

    AlynneGolding 1/3/12 4:17PM
  • Probably the worst customer service I've ever seen (specifically itunes). I de-activated an account after my credit card was stolen and was being used on itunes. After letting them know, they obviously didn't read my email nor care that someone was using a stolen credit card to shop there. They kept denying a refund THAT I DIDN'T WANT OR ASK FOR and kept referring to the terms of service.

    Now, trying to re-activate so that I can use my apps., several people from India have initially responded to my emails, but never get anything done. They have no record of the emails they've sent me and fix nothing.

    Rch 1/1/12 4:18PM
  • I am new to Apple and I had a few questions. I went to the Apple Store in MacArthur Center in Norfolk VA to get some help. This so called customer service guy ( in flip flops and wrinkled apple shirt) showed me no respect nor help. He just said "we are too busy to help you Get one on one care for $99 and come back" I just spent $1,300 for an Imac and this is what I get for my money? I walked away but I refused to drive 60 miles one way and not get my questions answered. I went back and had to pretend I did not own a mac and I was treated different. I still might take this mac back and purchase a Dell

    BackToDell 1/1/12 11:09AM
  • Apple handed me off from person to person with no end results. Then the Customer Service Supervisor, Rahman told me I was abusive to him, when I asked what I said that was abusive he apologized to me. He also accused his customer service rep of lying to him, back peddled on that and said he was misinformed of my problem. Ultimately no one was any help to my issue.

    skouss66 12/31/11 1:11PM
  • I called the multi-billion dollar Apple corporation, and according to them, they are having technical issues. Aren't they supposed to fix technical issues, not have them?....

    Ihateapple 12/28/11 12:03PM
  • I spent a total of 3 hours waiting at the apple store. The first time I went, they made me wait 2 hours before getting to me. After that, they took 5 days to tell me to pick up my computer; when I went, the computer still had the same issues I sent it in for. So, they made me wait an hour to take it in again for a second repair, promising me it would be ready by the next day. But now, 2 days later already, my computer is still not fixed yet. Horrible service, and they are not apologetic at all. Apple Store is the worst.

    Jasonnn 12/28/11 4:50AM
  • I'd really like to know how to email the customer support since i cant log into my apple ID, and then when i try to reset my password and have them send me an email with a link on how to reset the password but i never receive that email. been trying for 3 days now getting really irritating. Cant register my new I Pod since it wont accept my actual password. UGH

    bigguy 12/27/11 9:35AM
  • all i want his help with my ipad2 password to the itune store. i tried their online support don't work. so they want to charge me 50ds. i paid over 600h. for the ipad now the want me to pay more are you crazy!!!! I'm Takeing it Back THANKS. PS. No offense i can not uderstand broken english

    Anonymous 12/26/11 5:50PM
  • ITUNES and APPLE SUCK
    I have an IPhone bought for my daughter as Birthday present and an IPod Shuffle, and $75 dollars of gift cards that are all WORTHLESS since I can't get ITunes to reset my password since the initial passwords inexplicably won't work. If I want to talk to a live person (assuming I could even get through) I have to pay them. Since when does a company get away with charging a customer for customer service when THEIR product does not work as represented. What a JOKE. I have learned my lesson and will never buy anything again from this worthless company. What good is a product is you CANNOT USE IT????

    JoefromAtlanta 12/24/11 12:03PM
  • Apple Customer Service is a joke. My wife and I each obtained an iPad2 five weeks ago. Mine suddenly was unable to connect to the internet through our home network. My wife's iPad had no issues, so the problem wasn't our network. I called Apple and was told if I wanted the help of a service rep, I'd have to pay for it. Apple provides me with a crappy product and I should pay for it. No thanks. Next example, on 12/19 I placed an order online through the Apple Store, but before doing so, called Apple to assure that their promise of one-day delivery meant that I'd have the order by at least 12/23. No problem, I was assured. Two days later, I received a confirmation that the order had shipped but that one of the items would not arrive until 12/27. I immediately canceled the order and emailed a complaint with my frustrations in dealing with Apple to Apple's customer service. It is now 2 days since I sent my complaint and the truly disappointing fact is that the only response I received from Apple is that my order (the order I cancelled) might not arrive on time!

    Jim D 12/23/11 5:59AM
  • So our IPAD started not holding it's charge so we brought it to the local apple store. They first told us that it would be covered under our agreement and we would get a new one. But, we have to mail it to china cause they don't make it anymore in the US. Did that. Then we get a cryptic reply that the IPAD was damaged because of our fault and that they would be mailing it back unserviced (even though we have a warranty and coverage). No reason or details on why they believed that. We get it back and the IPAD is not in the same condition that we mailed it in and the screen guard is missing (yes the $30+ one that you buy from the Apple store). So we call customer service. After being shuttled around for 15 minutes we get someone that says all they can do is send us a $30 coupon on accessories. Ok. We end up getting a $30 off coupon if we spend $100!! LOL. And the coupon expires in less than 10 days. Then we call back to complain (what else) and is tranferred to a voice mail with no message indication who it is that we've been transferred to to presumably leave a message. UNREAL.

    moocow 12/21/11 4:34PM
  • I am disgusted with apple. You cannot even contact them. Some robot voice comes on telling you a rep with be with you and the phone rings for over a half an hour.
    They are sure there to sell you every gadget but where are they to answer your call. I signed up for one on one and cannot even sign into the site....I am not happy and am considering returning my computer..APPLE is just inconsiderate

    MAXBRADLEY @AOL.COM 12/20/11 1:32PM
  • very poor service offered after an ipad delivery went missing in transit

    Anonymous 12/19/11 6:33AM
  • I just bought and loaded an Apple system upgrade. And once uploaded, multiple applications that I have run for years (and upgraded regularly) and that I need to do my job as a graphic designer would not launch and gave me Java and security error messages. I spent a lot of time (hours) online trying to figure out how to fix the issues and did manage to resolve most of them myself after finding comments from other users about exactly the same problems on their equipment as well as other people's suggestions for resolving them. But a few apps still would not run. So I (gulp!) called Apple support since I was SUPPOSED to get free support with the upgrade. After sitting on hold for well over half an hour, I FINALLY got to speak to a clearly-unhappy-to-be-at-work tech (and I use that last word only because that's what he was supposed to be). After explaining my situation, he let me know in no uncertain terms that I had called the wrong company and that I should be calling the makers of each of the apps that weren't running correctly on the new OS upgrade rather than Apple. He said the problems were NOT with their operating system but with the other makers' apps. And he wanted me to pay to help me any further. I asked, "Are you really telling me that my issues with applications that ran just fine before upgrading to your latest operating system but that no longer run on the new version are the OTHER maker's problems?" "Absolutely," was the reply I got ... not a single suggestion about anything I might do to help resolve even one of the issues (and remember, I went online and found the answers for how to fix the majority of the problems I had encountered before I even called). I really can't believe it! The call was over at that point unless I wanted to pay for technical support. I waited 32 minutes on hold for a three-minute refusal to help even slightly. I have been using Apple's products since the '90s. In fact, I have NEVER had a PC, but have gone through multiple new computers (and iPods, iPhones, etc.) with Apple. After this experience, I will NEVER again buy another Mac or Apple product, nor will I ever encourage anyone else to do it again (which I have always done in the past). I'm stuck using Apple's equipment and operating system because of my job. Otherwise, it would be outta here. If I ever have to replace anything from now on, I plan to buy used equipment so as to avoid having to put another penny into Apple's pockets. My advice to anyone is to avoid Apple's products--not because the products themselves are bad--but because Apple support has become THE PITS!

    davey 12/18/11 12:23PM
  • Lost my Ipad (my own fault) and went to go try to find it or deactivate it using Apple's MobileMe program. Found out that mobile me is no longer in service, and that if I had not already signed up for iCloud that there was nothing I can do about it. Talked to tech support and they said the same thing. Now my ipad is out there, somewhere, and whoever got it has access to all my information. If Apple was going to discontinue the MobileMe service, they should have notified the users. The certainly have no qualms sending me spam from iTunes.

    gringoperdido 12/16/11 6:42AM
  • I was browsing at the Mac store in Santa Monica on the Esplanade when for some reason the security lady decided to stalk me around the store, telling me I had to "finish up", even though the store was mostly empty. No idea what her problem was, but I bought a Blackberry instead because of her.

    Anonymous 12/14/11 12:33PM
  • ordered 3 shuffles for kids for christmas. bought at apple.com for their "special" engraving upgrade. received them initially on time but NO ENGRAVING! Took 7 tries - 9 "associates" and 74 cell minutes on hold.
    They said I needed to take the boxes to Federal express for return delivery to apple and only after they received them would they re-issue my order with engraving. Meanwhile, we're only days from Christmas - and I know that by the time they receive these back, do the order with engraving and re-send it out it will be fricking new years! They would not agree to an EXCHANGE delivery which I suggested where i would hand the unengraved units to the Fed Ex guy as he delivered the new engraved ones to me. Unreasonable - stiff necked - careless and wreckless with customers! my diagnosis of this poisoned fruit... done with apple

    disgustedwithapple 12/12/11 1:10PM
  • Not sure why but we sat in the store forever to get an item replaced. I told the rep that we should use MY information for contant he said it must be my sons information. My son didnt respond in a quick enough manner a couple of days and they cancelled the order and now want me to go back to the store at Christmas time...I refused they said nothing we can do...I said I will not go to the store if you want me to buy another one then I need you to help me on the phone..she said can't...so dont buy another one...REALLY...asked for the manager...he was worse...I never lose it on folks on the phone...I lost it...I bought yet another item from them Iphone $500..I love their products but hate dealing with them!

    Yvetts 12/11/11 9:11PM
  • Unbelieveablely bad-I needed a battery for my Iphone4. After finding out only place to get is apple store I go to nearest one, almost an hour away. I get there to be told I need to make an appointment with their genius bar and they start to ask me for all sorts of info to fill out on thier IPADs. I don't give out personal info to some stranger in a mall. Wait an hour for my appointment only to ba asked what's my issue. Apparently "I need a new battery" is not descriptive enough. The "Genius" then tries to turn on the phone which is dead because I need a new battery. Then the Genius tells me that they don't have any in stock, but they will galdly sell me a new phone. Why the genius who made the appointment could't tell me they didn't have batteries in stock is unfathomable. To add insult to injury they then ask me to sign something and tell me to come back in 2 days to get the battery. The Genius looked a littel startled when my signature looked remarkably like a giant "X" I spent nearly 3 hours to find out I need to come back again to do it all over. I love my phone, but it's the last apple prodcut I will buy. My wife will have to get over shes not getting the new Ipad2 she wanted for christmas.

    Matt 12/9/11 4:26PM
  • Consistently, every time I enter that store, I have to fight an uphill battle for decent service. You can't even finish your sentence before the Apple employee's are already disinterested, seemingly figured out what you're going to say.

    I remember buying my laptop from them with an updated chip, they said it wasn't out yet, I told them to go in the back and look. Lo and behold it was there.

    I bought an iPhone 4S, once again, their service was miserable. Who cares if you have a beautiful building, but without a pleasant atmosphere what's the point?

    Anonymous 12/9/11 3:07PM
  • Unbelievably bad customer service...like I have never seen before. I bought an iPhone 4S on Saturday afternoon from my wireless provider. By early Sunday, it refused to let me make calls, then froze. My wireless company on-line sent me to the Apple store, saying it was a defective product and they should replace it.

    Apple Genius (& I use that term loosely), was able to get it going and restored it to factory condition for me. By the time I got to the parking lot it was not letting me call and by noon, it was frozen again.

    So...back I went to the apple store. It turns out Apple will NOT replace, a faulty phone with a new one. They give you a "factory phone" that might have had a processor replaced, or some other modifications made...why they needed modifications they didn't say. Anyway, I was told if I wanted a "new" phone to replace my "new" phone, I needed to go to Rogers.

    So, of course, Rogers again said that it wasn't their problem and I had to accept the factory phone, either from them or from Apple. So I now have a phone with a serial number that does not match the one on the original box. I got a computer print out with the new serial number on it...SOOOOO ANGRY THAT I CAN'T DESCRIBE IT!!!!

    Anonymous 12/6/11 7:28AM
  • horrible customer service representative.. uneducated.. !! i order iphone on thanksgiving..as of this moment Dec. 6, i havent recieved it, if you call them, they will put you on hold for a very long hours and still they couldnt do anything...

    Frustrated Guy.. 12/5/11 9:32PM
  • Apple disabled my iTunes id with no reason given .. i own 6 apple devices .. can not use them without iTunes ... i called customer service 4 hours on hold .. speaking with agent .. custoemr service IMd iTunes groups .. they would not take calls .. they required me to send email from website about account disable .. so had to hang up with customer service and wait for answer .. the answer came .. and said they permenantly closed my account .. and would give no additional information .. here is the actual email text ..
    "I am sorry to inform that this account "name@ips.com" was closed in accordance with the iTunes Store Terms and Conditions. We are unable to provide further information regarding this situation.

    Anonymous 12/4/11 4:09PM
  • Redington India ltd. the official service center for Apple is not accepting the 1st generation ipod nano which is eligible for the exchange as per Apple's notification dated 11 nov 2011. I went to Redington's Vadodara Center on 30 nov 11 with the ipod, but they turned me away saying the connector is damaged. Ironically it is in a perfect working condition. I have talked to Apple support and has been asked to go their again and place a call to them- Funny. Why cannot Apple instruct Redington India to exchange the eligible ipods without causing trouble to their customers. Shows both Apple and Redington are not bothered about their Indian users. So much for the much touted " Best User Experience" slogan of Apple.

    rajesh parikh 12/1/11 6:34PM
  • Apple is having problems. Customer service is a disaster. I spend literally 3 hours on hold today. ON HOLD. That is not to mention the time I spent in their store, which can't actually contact Apple because they aren't "affiliated"?

    In the end, I just poured my precious time down a black hole. They did nothing for me.
    NOTHING. The company seems to think that it's okay to make a customer waste time to compensate for its problems.

    Don't waste your money. You'll be wasting your time soon after as part of the package.

    Roxanne 11/30/11 6:33PM
  • What a disappointment!!!!Extremely unprofessional company. They give the impression that they aren't like other companies until they have your money. They really do not care about their customers!!!!
    One more time-What a disappointment!!!!

    kamil 11/28/11 8:56PM
  • TERRIBLE. I called an hour and a half ago about them replacing their own faulty product that I bought brand new and have gotten zero help. This is AFTER several other calls and trips to the Apple store.

    Anonymous 11/27/11 4:29PM
  • Now that Apple is no.1 company, I was hoping they will not turn into another dell. Well, so much for that. I had worst customer service from apple.com's customer service during black friday. When I should be shopping, I had to deal with them and ruined my black friday. I don't know who hire these people, but they are total incompetents who just delegate works to someone else. Just to get my credit back for my gift card, they just run me around circle. Only saving grace is that people at AppleCare were still good. Rep there was willing to help me and try to solve the problem as soon as possible. But, way it is going, I will be hesitant to recommend apple products to my family members and friends. Just buy it from local stores and stay away from online store.

    Anonymous 11/27/11 2:39AM
  • I recently placed an order for an Ipod touch for my son for XMAS, and had it engraved. When I received the invoice for the item the engraving was incorrect and mispelled even. i attempted to rectify this myself via th online store and was direct to wait until my order had been processed. when I received confrimation that m y order had been processed, i again attempted to resolve and was directed to call customer service as this could not be fixed online. Upon placing a call to customer service, I spoke to the automated sytem with told me they were experiencing high call volume, and could not take my call, and hung up on me. I find it not only reprehensible, but completely ridiculouis that a company that makes millions of $$ daily cannot afford to handle a high call volume, especially around the best sales season of the year. SIMPLY FURIOUS...My son will now receive a present that makes me look like and idiot, and I will be disputing this with my financial establishment TODAY!

    PissedFather 11/26/11 8:03AM
  • I just spoke with apple care. First, they spelt my name wrong, in which i gave them my email with the correct spelling of my name. They wasted 60+ minutes of mine and said they couldn't do anything about it. I have been disconnected from them twice since I got my iphone about a month ago and they haven't called me back either time. They said you can just call Verizon and deal with them. Bull****! I am very disappointed with their product and the new iphone 4s is not worth it, especially for the price. I recommend, (and I will), switch to another phone once another company comes out with a better phone that actually has a Siri type program that works!

    krissych 11/25/11 3:06PM
  • Apple tech support and customer service is HORRIBLE.
    I was a long-time Mac user, but after my current experience with Apple Tech support and Customer Service -- both in stores and on the phone -- re: my iPhone 4 which is still under Apple Care. I am ready to abandon the platform.

    ChrisWaz 11/24/11 4:08PM
  • I bought an ipad2 and fell in love with it. Then I went and bought an iphone4s. Was not as happy as I was with my Blackberry. When I finally needed support for my devices I was very disappointed in the customer service Apple gives. First I get an automated answering robot that keeps you on the phone forever, then I get placed on hold for over 25 minutes. I just hung up. I thought Sprint, the Cable companies and the DMV were bad. Apple you folks take the cake. You have amazing products but drop the ball on customer service. When the competition catches up with you, your customer service will be the reason why customers will not come back. I think your customer service is terrible and would rate it a minus -1.

    RobDog 11/16/11 4:55PM
  • I'm more than frustrated with Apple right now...My call to the company started with the irritating and typical unfriendly customer service tool--the robot on the other end 'who understands full sentences'. For 25 minutes I was on hold or bounced to three Apple employees for my simple question: Does a Nook Color sync with their Apple products. I guess such consideration highly offends these employees. The second rep on the line said, 'without paying for their customer support he couldn't answer a simple question', wtf????!!! I own 6 Apple products. That I dare to stray with one non-Apple device is a threat to the company?? I don't get it but it leaves a sour taste, for sure. Really disappointing. SHAME ON YOU, APPLE! Bad PR!

    Kate 11/16/11 12:08PM
  • I sent my mac into repair. They guarantee a notification within 14 working days regarding cost.
    After 3 weeks, and many phone calls I am told that the computer needs certain repairs and costs and that they hope to have it fixed in a few days...unless they need to send out for parts.
    I love working with a mac, but I would never recommend one to anyone. One of the most important things when buying a product is knowing that they have good service. Apple in Israel does not!
    It is sad that a company like apple does not follow up on their companies overseas.

    Anonymous 11/15/11 9:13AM
  • Aweful. Iphone 4s, AT&T plan. They ignored my shipping address, because AT&T requires that the shipping address matches the billing address. I called to change it to an address I had used before with apple- a family owned mail shop that accepts packages for me (I'm freelance and don't have a regular work address). Apple put through the request for an address change, but then rejected it. It was never made clear to me who rejected it (ATT, Apple or FedEX). But when I called Fed Ex they made it clear that it wasn't them. I had to take off half a day to pick up my iphone from a fedex warehouse in Astoria. When I called Apple I got varying degrees of help with my problem, but at no time was I connected to someone who had the authority to approve my shipping address. For what it is worth I had a Mac Pro shipped to the same address 6 months ago, from apple.com. Also, the customer service from ATT was much better than Apple, even if their policy was the problem. ATT did try to screw me out of my text messaging plan once I got my phone, and I had to talk to their manager as well. With a product like this it is difficult to figure out who to complain about.

    iphone 4s 11/10/11 7:23PM
  • Went on two consecutive days (Sun, Mon) to the Apple store in Fair Oaks Mall in Fairfax, VA. Poor service on each day. On the first day, after spending 10 minutes at a demo station for iPads, no one stopped by me although they had about 5 "Blue Shirts" at the door of the store. On the second day, my spouse complained to the store manager and all he had to say was "yesterday wasn't even our busy day". When we were talking to one of the Blue Shirts, another Blue Shirt just butted in and started talking to "our Blue Shirt" without so much as an "Excuse Me". After his question was answered, he just walked away. When I said to him "You are excused" he looked back at us and gave us a blank look. All this while we were about to spend $700 at the store. We just left the store, still debating whether my money should go to Apple.

    Anonymous 11/7/11 3:20PM
  • I just purchased a Magic Mouse for my iMac from the nearest Apple store an hour and thirty minutes away. Checked me out really fast and told me it would work on my iMac purchased from them in 2009 no problem. I installed it, but it wouldn't scroll. I called the store but the line connects to some central phone bank. After several minutes of talking to a computer, I finally got a person on the line. She told me that because my iMac was out of the 30 day period, and since the mouse came with no tech support, the only thing she could do was set me up with a plan for $49.00 that would proved 30 days of tech support or she could make me an appointment at the Genius Bar where I could drive three hours round trip with my mouse and iMac so they could help me. She was very rude and short with me when I explained that I didn't need "tech support" for my computer, I just wanted someone to tell me how to setup my $70 mouse I'd just bought. Bottom line, I did a Google search and thankfully one of the hundreds of people with the same problem had a quick solution. All I needed to do was click the Apple icon, select Update Software, Install the update and restart. Took four clicks and about 3 minutes instead of three hours driving or $49 extra. I just don't get why companies like Apple have to nickle and dime repeat Apple customers like me when all I want is to use my Apple products. But I guess shame on me for going back to them.

    Blair 11/7/11 2:30PM
  • My wife brought 2009 Macbook Pro 15', the internal speaker went bad sometime 2010 and I took it to Apple store to find out if they can fix it, they told me I need to replace logical board for $300, it is too much for us and I rather spend $300 for a set of external speaker.

    This year the touch pad did not work and I took it to store to find out why, Apple told me this happens if the battery is always be charged and it cause batter expand and where the touch pad sit can not be pressed down, so they replace the battery for free (this is good), however I ask if they can also looking into the internal speaker problem, they told me they maybe bad speakers and it will only cost me about $70 to replace it, I left the Macbook for them to check it, when I picked it up, the Macbook can't even boot up, I told them to get my Macbook to what it was -- which is fully functional minus inter speaker, but they told me it will be bad anyway with that internal speaker,,,,come on Apple, you let me down, now I can not even boot the machine anymore, they talked into to spent $150 to replace that logical board, this is into 2 weeks of repair, when they done the fix, the internal speaker problem was fixed, but the system kept asking me to reboot and then there were beep sound and system could not boot up again, I took it back third time and Apple told me I had third party RAM, come up Apple! I had those two 2G RAM for last two years it was working! So at this point I spent $150 with a system not even able to boot up, then I did some research and found out the bottom slot of RAM bay was bad, the problem had nothing to do with my third party RAM, so I took it back to the store....I am still waiting for their call and like to know what will be the next drama...

    wanghao0 11/3/11 7:56PM
  • Since I did the last update for my iPod it will no longer sync. When I called Apple Help phone # I was told that they'd be very happy to fix it for me....for $29. Really? I know a lot of people have had trouble after this last update, so obviously there were kinks in it. And yet, I'm expected to pay for you to fix it? That doesn't even sound legal! What a scam! I bought a Macbook Pro last year, and my husband was ready to buy an iPad in the near future. He will be reconsidering his choices after this experience. So disappointed!

    Jo-Ann Mikulsky

    Jo-Ann Mikulsky 11/3/11 4:51PM
  • I called customer support with a problem and they were half way thought and already had access to my computer we they told me its $169.00 FOR THE SERVICE. I am mad because I think that they should have told me before we got started so I could have the option to proceed or not

    ulstraside 11/2/11 12:03PM
  • Apple repair is Crazy. you send in your ipod and if it,s going to be a out of warrenty repair they send it back to you. Here's the kicker to gget your product fixed you have to send it in for an out of warrenty repair to the same place. Apple repair cannot contact the support line. REALLY so now i have to pay to send it back to the same place to get it fixed when they already had the ipod there. They could have simply giving me a call with the repair cost to see how I wanted to proceed. Thats appairently to hard for Apple.

    Anonymous 11/1/11 9:22AM
  • Bought an Apple portable computer in NYC with an international guarentee. HA! HA! The computer crashes and the service in Petach Tikva is proving itslef to be VERY unreliable. The service department changed the hard disc and memory, said that they had tested it, but nevertheless it crashed again at home after 30 mintues of use. Frustrating!!!

    Anonymous 10/29/11 4:23AM
  • I just got of the phone with Apple customer service and I have nothing kind to say about them. 45 minutes waiting for them to tell me that they couldn't do anything about my macbook cracking palm rest, even though they admit it's a manufactory problem common to many other macbook of the same series. Interestingly I contacted a local MAC repair shop in Long Beach( where I live) and they replaced the plastic parts that were broken AT NO COST!!
    I do like Apple products but their customer service asking me to pay a fee so I can speak with them about my problem is absolutely stupid.

    Daisy 10/28/11 12:09PM
  • Unbelievable
    Im asking for a lostpassword that not able to resent to my email for a new password, then i asked apple to help through email service, end up they gave me the wrong user name, I asked for the 6 times, six days and six different apple helper, they kept giving me new password, I told them in BLOCK letter to read the user name careful guess what? they kept giving me the wrong user name..

    Are they lazy, or winding me up? they never reply my email twice a day, only once a day.... :-(

    cant say 10/27/11 7:42AM
  • Terrible customer service, apple store in Las Vegas ceaser's palace store.

    Anonymous 10/18/11 9:16PM
  • Our Itunes account got charged $99.00 3 times in one 24-hour period last May. I spent considerable time tryig to contact someone at the Itunes store in hopes of fixing the problem but it was to no avail. I ended up having to change my banking imformation and while there my bank removed the charges from my bank account with the understanding they might charge my account later it they are not succesful in recovering the money from somebody else. I refused to give my new banking information to Itunes and told my kids they were just out of luck with charging their songs on Itunes.
    I had sorta forgoten about that experience until last night when my daught was trying to use an Itunes gift card to purchase songs from the Itunes store and was turned down because our Itunes account is now consided invalid. I just spent about an hour getting nowhere with this latest issue and again to no avail. Itried the email slick-as-a-whistle setup and almost was finished describing my issue and I passed their 5-minute limit and was booted out of the system with the idea I can just start all over again.
    ITUNES SUCKS. I don'e want then to ever get anything from me or anyone in my behalf. I think the whole operation is a giant ripoff. It is amazing to me that they are able to stay in business and rake in billions of dollars annually.

    locustfmly 10/18/11 10:44AM
  • My Apple Computer is almost out of it's 3 year warranty. I have had problems within the first month that I bought the computer, and have had numerous parts replaced (ie. logic board, hard drive, super drive, top case, disk drive, etc. etc.), some replaced more than once. I have brought the computer into the Store over 12 times in these past 3 years. It seems that the problems continue and nothing has been done. About a year ago Apple Support advised that I had a "Lemon" and probably need the computer replaced by Apple. I brought it to the store, and the rep. said they would just fix it and again parts were replaced. This last trip to the store the manager said that she would not do anything for me and that it was unfortunate that the computer has had so many issues, but it's "not Apple's problem". I thought that Apple would do the "Right Thing" by replacing my computer a year ago. I do know that this particular ibook has a record of having several issues. I am disappointed in Apple for it's lack of care toward all my continuous visits and problems with this computer, and lack of care toward me as a customer. I have purchased Apple many times since this computer and have not been treated badly or had nearly as many problems with the products as I have with this. I was hoping that Apple would recognize and resolve these issues for me, but has not.

    jessika 10/16/11 6:22PM
  • I signed up for a tech to call me at 2:15 and all I got was a computer call forwarding me to the next available tech which would be in approximaly 5 min. The phone has bben ringing for over 40 minutes.

    JCS0015 10/16/11 11:55AM
  • My 2 week old iPad broke down. After 6 weeks and several calls, I received a brand new one.
    Unfortunately without my data,apps and ebooks being transferred. Total costs for transport, replacement protection cover, apps and data: US $ 150. Feeling iMad.

    iMad 10/6/11 4:49AM
  • The Sanlitun Apple Store in Beijing is JUST A SHOWROOM ! DON'T BUY ANYTHING THERE.
    The customer service is so bad there. I went there to repair my imac. Have you already seen the box of an iMac 27' ? It's not that easy to carry around. When I arrived at the so called "Genius bar", they asked me to grab a ticket and to wait. I waited 90min and I left, furious. You pay for Apple Care, you pay for a product that is much more expensive than any other, so you're expecting a quality service, except you end up waiting with a ticket in your hand just like in the bank and being served by people who are far away from geniuses and who are making no difference between someone who needs help installing Angry Birds on their iPad and those with real hardware problems. I finally went to an unofficial store in BuyNow where I got served in English in 1 minute and my problem was solved in 25min.

    petri71 9/27/11 6:08PM
  • My Mac book pro has the batterie bursting.
    I find out than apple did a replacement campaign...but without communicating to his customer.
    Now apple is telling me than the campaign is finish and i should have check their website 2 years ago !!! instead of contacting the customer !!
    Their customer support is not reachable !!

    ange72 9/18/11 12:12AM
  • I bought a ipod touch 4 generation in singapore less then 7days in a retail shop.
    I was being told if there any problem i can go back to do a 1-1 exchange within the 7days but when i reached
    the shop today which is only the 4days the store did not allow me to exchange it and the guy was even like I need to put
    the ipod touch there for 3hours first for them to see if there are problem first to investigate. That was seriously a totally crap ,
    ridicules and worst service ever being provided by the Apple. As i had already explain to them the issues
    while i was using the different applications it will get freeze so i need to restart it again it happen for times and also the battery life
    when Wifi being off and not max brightness it just run out too fast.

    End up i even had to went to the apple repair service and now i even have to wait 3days to first.

    Is there any email address i can sent to the singapore apple for lodging a complain ? I am very unhappy about the seller as it was the same guy
    which was handling the case.

    Terry 9/16/11 10:35AM
  • Someone hacked my password to my itunes account yesterday. Not only did it take Itunes support 6 hours to answer my e-mail request to cancel my account, but THEY CANCELLED THE WRONG ACCOUNT. Yes, they cancelled the account of someone with an e-mail address that was three letters off from mine, even though I was writing them from the e-mail address on the account in question. Luckily, I called my bank as soon as I got wind of my password changing, but I still received five reciepts totaling $300 worth of gift cards bought from Apple Itunes from my account sent to my e-mail address. Today, after two more e-mails sent to Itunes Support, they still insist that my account (with the incorrect e-mail address) has been cancelled and no further action is required.
    I called Apple support to see if they could take any further action and they did not care.

    shocked! 9/16/11 8:20AM
  • Absolutely rubbish, I am NOT paying JUST to get an answer that I you Apple people should be supplying in the first place...

    Unsatisfied 9/10/11 7:34AM
  • Pathetic woud be a complement.

    - Took 5 months to resolve my problem, I gave up after that.
    - Because if a case number remains on for too long it gets flagged, they kept issuing new case numbers, I have 12.
    - Some of them were very very very rude. Basically tried to get into an argument with me every time I asked for when would I finally get my laptop.
    - Lied in the case notes about contacting me, and getting my okay for the condition of the laptop. I didn't give it an okay because it was dinged on the top.
    - Sent me a refurbished machine, instead of a new one. But insisted that it was new.
    - Then indirectly claimed that I damaged it.
    - Basically they had no idea of what they were doing.

    Finally I gave up. But I have to say some of the individuals were pretty good but most were nightmares.

    Anand 9/8/11 3:39AM
  • I ordered an imac today and am beginning to regret it already. I rang support (3 and was told that there was an upgrade/maintence going on and they couldn't check my order details. Was told to ring back in a couple of hours, then within 24 hours and then that it could be anything from 5 minutes to 24 hours. I'm concerned this is a sign of things to come and am seriously thinking of just cancelling the order.

    Anonymous 9/5/11 8:23AM
  • Terrible service! One of the worst experiences I had so far. They are ignorant with no technical knowledge. Everything takes AGES. I tried to report a problem with their educational shop facility. I spoke to 3 people (I actually made an effort to make 3 phone calls) and nobody said they will do something about it! incredible. All they could do is just to sell me a mac. On other occassion I've been already waiting for a month for unused Applecare. I spend around 3 hours on the phone, talking to many Apple ppl to process my bloody refund - how difficult is this?! it seems for Apple is quite difficult.

    I've been dealing with different types of customer services many times but Apple (alongside mobiles.co.uk) is at the bottom of the list.

    Pearboy 8/19/11 6:45AM
  • Someone has stolen my credit card number to purchase stuff on their iTunes account recently. You would think Apple would see that my credit card number was linked with 2 accounts in different locations!? $200 out of pocket with no help from Apple - apart from suggesting to cancel my credit card and iTunes account. Not to mention every email I have received from their customer services is from a different person and a day apart!! Arrgg so frustrated!!!

    Apple support sucks!

    Guest 8/17/11 6:48PM
  • Just bought a MBP 13", paid for the set up- one on one hour for help... got an "expert" who gave me 20 minutes and was more concerned about his next appointment than responding to my questions and helping me solve issues. Gave me 3 different versions of what needed to happen until I asked for the store manager who could not even tell me how long a set up takes! what should have taken 45 minutes, took 20 hours! Me leaving my laptop overnight so they could finish....
    In the end, at pick up, they lost the original box the computer came in, and did not even do any upgrades!

    Anonymous 8/15/11 6:50PM
  • Apple is by far the WORST when it comes to customer service. I was told to pay almost 30 dollars for help with my ipod. I did and they told me they could't help me!!! Every customer service rep I spoke with was obviously not a "native" english speaker.. And one laughed at me when I asked what my options were in finding a resolution to my problem. I will boycott apple and tell all my friends and family to buy sony from now on.

    C101 8/15/11 6:43PM
  • my daughter forgot her password on her ipod - there is no easy way to reset it or find a lost password, they wanted to charge me $29 to help me figure out what the problem was - what a scam, i am sure this happens quite a bit and for a company this size to milk the customer even more is bs

    denbronc90 8/8/11 5:38PM
  • Tried to fix an iphone problem, but they wanted me to pay to talk with someone on the phone. WTF??? Really? I'm getting an HTC Sensation instead because I'm sick of apple's bs.
    Sensation>iS&%^ 8/1/11 10:38AM

    Hahaha couldn't read at all huh? Can guarantee you, you are a little whiney punk man. Go to apple.com/support you were given 90 days and yet you learned nothing about your phone in that time. Go to HTC and also go play in traffic too.

    APPLE RULES 8/7/11 5:01PM
  • Tried to fix an iphone problem, but they wanted me to pay to talk with someone on the phone. WTF??? Really? I'm getting an HTC Sensation instead because I'm sick of apple's bullsh*t.

    Sensation>iShit 8/1/11 10:38AM
  • CUSTOMER SERVICE????????????????????? WHAT SERVICE??????????????????????????? THEY MUST HAVE ALL GOTTEN PHDS IN STUPIDITY. I TOOK MY MAC IN JUST TO TRANSFER DATA. THEY KEPT MY IMAC FOR A WEEK AND EACH TIME I CALLED, THEY TOLD ME IT WAS READY. I GOT TO THE STORE AND WITHOUT EXCEPTION I WAS TOLD THAT THEY HADN'T FINISHED IT. EACH TIME THE PERSON I SAW WAS SIMPLY RUDE AND STUPID. IT IS A GOOD THING THAT I AM RETIRED BECAUSE EACH TIME I CALLED AND WENT DOWN, I WASTED THREE HOURS. TWENTY-ONE HOURS.

    UNHAPPY CUSTOMER 7/30/11 11:20PM
  • WORST CUSTOMER SUPPORT I HAVE EVER WITNESSED...AND IT'S REALLY SAD. FIRST THEY DON'T HAVE ENOUGH STAFF TO ACCOMMODATE THEIR CUSTOMERS. SECOND THEY CHARGE YOU TO ASK SIMPLE QUESTIONS THAT YOUR PEERS HAVE TO ANSWER FOR YOU. IT'S APPALLING!!! WILL NEVER GET ANOTHER APPLE PRODUCT...SAD, BECAUSE I LOVE THE PRODUCT, ITS JUST THE HUMANS THAT ARE SUPPOSE TO ASSIST W/ THE UPKEEP THAT I DESPISE!!!

    SIINCERELYNIC 7/27/11 11:47AM
  • I used to make sure that I had an active Apple Care policy running at all times, and perhaps the quality of techincal support is being crushed by its own weight. Over the years, their effectiveness and follow up just seem to be getting worse.

    Last year, when I had a simple problem about how to print out a gift certificate for iTunes that was missing a redemption code, I got some cheerful canned responses through email that didn't even address the question. I ended up using the certificate myself, and going to the drug store to buy another gift card.

    A month ago had a problem with Mobile Me and Screen Sharing. I had a problem with Time Machine on another machine last week. In both cases, like some sort of dumb video game, I fought my way through the first tier of support tech, exhausting their playbook, and then was handed off to the second tier tech, who also could not fix my problems. So, in each case, they gave me an app to capture log files so their engineers could review them. Still no answers yet. I have stopped trying use Mobile Me, Screen Sharing, and can only back up a subset of all my files.

    I think Apple computer tech support is very good at catching the easy problems, which probably comprises the majority of their load, but when it comes to something more complex, they really aren't coming through. Maybe they never did, but the Mac OS was actually a lot simpler in the old days.

    old apple user 7/26/11 12:00AM
  • I absolustely will not purchase an Apple product - period. The customer service (or lack thereof) I received at the Towson Town Center store (Baltimore, Maryland) was pathetic. The salesperson could not type, he did not know how to complete a sales transaction, the senior manager never apologized for it taking 1.25 HOURS to ultimately never complete a basic sale (iMac computer, two software packages and an adapter). To compound matters, I had already discussed my order with a sales rep and had a sales quote in hand before even entering the store. I left empty-handed and wasted a lot of valuable time in the process. Customer service is non-existent at Apple, and it is so ironic that this store needs more computers for it only had 4 to handle the volume... NEVER AGAIN!!!

    Anonymous 7/19/11 8:16AM
  • i have macbook pro computer. it is my first apply laptop i have. the experience is very bad. although the machine is very expensive but i end up having something like a toy not a laptop ofr business. it doesnt work with many stuff in the market. like my linksys router, many of the USB modem from Huawi, alos many software drives.

    is not compatible with many things around us like appliances, file systems and drivers.

    it's just like a toy fopr video and playing with photos

    Macbook pro 7/17/11 11:48AM
  • Must wait over an hour to talk to someone who can confirm my IPOD is broken, this is not even average customer service.

    Anonymous 7/16/11 4:32PM
  • People my have love for Apple products, but their customer service is horrible. They want to give customers the run around since they are clearly incapable of admitting that their are problems with their products and customer service. I don't know why anyone would deal with a computer company that offers such a low quality of support. Look elsewhere the company needs to reevaluate it services.

    TRob 7/9/11 1:11PM
  • I visited an Apple store to buy an iPad 2 to be told sarcastically that the have no stock and that iPad stock will be available when iPad 3 is released. Also they were to busy with a Press function to deal with customers.
    Hey Apple, how do you lose all your customers?
    ONE AT A TIME!

    IHATEAPPLE 6/30/11 1:23PM
  • I have an unauthorized purchase on my ITUNES account for $42.97 for Texas Poker V 3.0. I have tried to contact APPLE Customer Service and all they do is refer me to an online support web site. I went to the web site and followed there instructions and as expected nothing happened.

    There is no way to talk with anyone about billing issues. These idiots thinnk that there web site can be used to resolve problems. All I want to do is talk to someone.

    After this experience, I will never purchase another product from APPLE.

    Your rating of disappointing is correct.

    Anonymous 6/16/11 10:20AM
  • It all started when my Shuffle and iTunes started dropping music and art files. Reboot then Restore and iTunes was the same mess as before but everyday more and more files and artwork disappeared. I manually went through the directory and what a mess, nothing was where it should be. I tried to fix it but it just got worse.
    Well, surprise! Buy Tuneup and your iTunes problems are cured. No way!
    I removed iTunes (I thought) and downloaded another music manager (MediaMonkey). The art and music files were so corrupt I deleted all of it as I am backed up. Reloaded everything into MM from my external drive and what a mess! Well, after an uninstall, there are still hidden Mac files that Windows does not recognize. I found a way to manually remove those files and MM snapped it all into shape!
    Now I don't want Apple to have my personal info anymore. Tried for days and many ways online to get Apple out of my life, with no progress. All of the methods were outdated or futile.
    Called Apple We Don't Care number and went through the automated system to a representative who would transfer me to the customer account person, nope just a dead connection, telephone hell blow-off.
    Tried to make an appointment via telephone at the closest Apple Store, but you have to do that online with their Safari browser. No thanks.
    All of my forum replies were conceited and snobbish. The common theme was don't worry about it, you may need it if you want to make a purchase later. Yeah right!
    I will just go down to the store w/o an appointment, which is recommended and see if I can end this nightmare. I've been warned, no appointment and YOU WILL WAIT.
    Don't care, I don't believe anyone should have the right to keep my personal info if I chose to remove it.
    I could care less about the PC vs. Mac debate that everyone bashes each other about. I just want programs that work without taking over your life.
    BTW, I purchased MM Gold and love it!

    Anonymous 6/4/11 5:24PM
  • Please urgently increase access to service for owners of Mac computers in the Caribbean - especially in Barbados. What constitutes an emergency is understood by the customer not the provider!

    Anonymous 6/1/11 5:47AM
  • WHAT A DISGRACE HOW THESE CUSTOMERS ARE TREATED. THEIR REVIEWS SPEAK VOLUMES OF APPLES CRAPPY & HORRIBLE CUSTOMER SERVICE. CHARGING THESE POOR CUSTOMERS WHEN THEY HAVE A PROBLEM. ANYONE WHO HANGS UP ON A CUSTOMER SHOULD BE EJECTED FROM THE COMPANY, I WOULD TAKE A PICTURE OF THEM & HANG THEM IN THE MEETING ROOM TO EXPOSE HOW STUPID THEY ARE. EVEN THEIR OWN EMPLOYEE LEAVES A COMMENT ON HOW HORRIBLE APPLE IS!! THEN ANOTHER EMPLOYEE LEAVES A COMMENT THAT THEIR ARE MANY REASONS WHY YOU SHOULD NOT CALL APPLE. I WOULD FIRE THIS PERSON ON THE SPOT. CUSTOMERS SHOULD BE ABLE TO CALL IN ABOUT THEIR ISSUES. THE INSANE AMOUNT OF MONEY APPLE CHARGES YOU FOR LOW END EVERYTHING THEN TO SLAP YOU IN THE FACE WITH ANOTHER BILL IS SICK & SHOWS THEY ARE GREEDY & COULD CARE LESS ABOUT THE CUSTOMERS. I FEEL SO SORRY FOR THESE CUSTOMERS. THE CUSTOMER IS THE MOST IMPORTANT PART OF THE COMPANY WITHOUT THE CUSTOMERS YOU HAVE ZERO. APPLE NEEDS TO STOP PAYING & TRAINING SALES TATICS & FOCUS THEIR ENERGY ON CUSTOMER SERVICE. ANYONE CAN SELL A PRODUCT THERE IS NO EFFORT AT ALL, MOST CUSTOMERS KNOW WHAT THEY WANT, & MOST SALES PEOPLE HAVE NO IDEA ABOUT THE PRODUCTS THEY SELL RENDERING THEM WORTHLESS. THE ONLY THING THERE GOOD AT IS ENTERING YOUR CREDIT CARD NUMBER FOR A SALE. APPLE WANTS YOU TO PURCHASE FROM THEM WITH REVIEWS LIKE THIS, PAY BEYOND HUGE AMOUNTS OF MONEY TO BE HARRASSED, OVERCHARGED, CHARGED AGAIN & THEN HUNG UP ON, NO THANKS. ROTTEN APPLE. THERE SHOULD BE INFINITE RESPONSES FROM APPLE, YET THERE IS ONLY TWO. DISGRACEFUL.

    TRUTH 5/30/11 5:51AM
  • To whom it may concern,

    Today my 18 year old son called 1-800-myapple to order a MacBook Pro with some of his Graduation money. My son had some questions about how he would pay, etc. He told him that he did not want to finance or give out his debit card information with the recent issues from other reputable BIG companies issues including I-tunes and hacking debit card information. To make a long story short, we needed a little time to discuss how we would pay over the phone, etc. When JACK, the customer service employee who answered his call, told my son... (very sarcastically) I am on commission and I do not get paid for this, I hope I answered your questions, CLICK, he hung up on my son! This is VERY unprofessional and makes us NOT want to buy any more Apple products. We have several I phones in our family and as of right now I would love to trade them in for something else!!! If this is the way Apple is going to treat someone who is willing to spend $1500+ on a computer and who has already spent money to buy I-phones from Apple, not AT&t!!! POOR customer service.

    kimberly 5/25/11 11:48AM
  • Apple customer service is complete garbage. Due to the limited stock of their popular products, all of my purchases have had to be shipped to my home and I have waited months at a time. So today is no expception, my Ipad that is scheduled to be delivered an hour ago, is now stuck in customs in china and apple cannot give me an eta or reason for the delay.

    I just canceled the order and will NEVER buy and apple product again... EVER!!! Im sure they wont miss the 1000.00 but they can go to hell.

    mikethinksapplesucks 5/5/11 11:52AM
  • I am consistently amazed at the rudeness of the majority of Apple's technical support staff. It is mainly the younger guys. Rude, no patience, and an attitude that suggests that they simply will not tolerate someone who cannot understand their answers the way they are given. I was "cut off" today by a rep named "George". Don't they have a supervisor that reviews these phone conversations? It amazes me this company continues to have such sales and stock earnings as their customer support is absolutely the worst I have ever experienced.

    Anonymous 5/3/11 11:24AM
  • Washington DC - Georgetown geniuses are completely useless, unorganized with no technical skills and 0 commitment to client. I had a simple repair which was mismanaged up to a point where it was the worst computer repair ever in the last 16 years of my computer ownership.

    maraka 5/2/11 1:50PM
  • I am absolutely livid over the fact that though I purchased and registered a 120gb iPod classic, I would have to pay $30 to speak to technical support on the phone... and that's just the fee for a ONE TIME INCIDENT! Which means if I ever have a problem again, I would have to pay an additional $30 to get to talk to someone about the problem. This is ABSOLUTELY ABSURD and I have never encountered this kind of shotty customer service before with any company in my life. The "support" forums on Apple's website are little more than users responding to other users, and no one seems to get an actual response from a tech insider at Apple. My problem has not been addressed by Apple as far as I can tell, and it is a problem that could keep me from adding any new music to my iPod in the future. I am SO OVER APPLE. THEY SUCK.

    Anonymous 4/4/11 2:09PM
  • Re: unhappy daughter.
    Well Apple basically said sorry but your screwed. We will not do a think to help you make this experience positive. Apple blew me off with phone customer service by telling me they would have someone contact me about the situation. Apple, your customer support is poor at best. I will enjoy all my droid products for the future. I will not bother buying another Ipod for my daughter as she now is disappointed with your company. She will use her new phone for an mp3 player. Good going Apple, you have managed to destroy 2 generations of Apple past purchasers. Never again.

    unhappy daughter 4/3/11 6:00AM
  • Went to apple store and they told me they couldnt replace my battery in my ipod and I would have to get a new one for $189 dollars. Thought this seemed a bit steep so I went to there website and it says the battery can be replaced. Call them and spent over an hour on hold to be hung up on. Called again and had the girl tell me I was right and would have someone call me back. 2 Hours later they called back and told me to make an appointment. Went to that appointment had to wait over an hour being passed around between 3 people doing nothing for me. Finally saw someone and she took 45 mins to sell me my new replacement ipod. Thanks for wasting my life apple.

    Nikki 4/3/11 5:09AM
  • We rec'd some incorrect info. form the Apple Store. We were told that we could use i tunes cards for the purchase of an ipod at the itunes store. Upon ordering we found out differently. This was after family had bought $100 of itunes card for my daughter. The itunes store ,and then, customer service said there was nothing that could be done. The cards cannot be returned, we do not have the receipts and do not know where they were purchased. As I write this, Apple refuses to look beyond the issue and at least allow us to replace the itunes cards with Apple gift cards. Using her phone as an mp3 player looks better by the moment. But we will be stuck using these gift cards to purchase music in the meantime. Very poor reaction from Apple. I hope this gets resolved, if not, no I phones or I Pods or anything else in this home from Apple. Too much competition to put up with poor customer service. Btw. the people I spoke with were professional, although the first person absolutely refused to pass me up to their supervisor.

    unhappy daughter 4/2/11 8:34AM
  • I visited the Apple store at the Upper West Side in Manhattan. I had an issue with my IPhone. The employee at the door didn't even want to listen to me and send me to a computer to make an appointment. The computer was down. I approached 3 employees who were chatting, ad they said they were busy and kept chatting and looking at me with a very angry look. I finally found a nice young person who solve my little problem in exactly...20 seconds. I have bought 6 IPads in that store. I'll never go there again!!!

    mroda1537 3/31/11 6:02PM
  • Here a message I sent to APPLE.

    Dear Mobile Me Management,

    I have had a very troubling experience with your business.

    I was billed $99 for a Mobile Me Account that I did't know I had and didn't ever use. No email or other communication came from Apple telling me I was being billed so i never noticed the bill. Why was I not notified by Apple of the charge? I get notices of charges on my itunes account even when i spend $.99. Is this not technically feasible to notify me about Mobile me charges - or is this by design?

    I only found out about my "subscription" after i received an e-mail telling me that my subscription was up for renewal. Even then there was no information on how to stop the subscription on the e-mail, no reply e-mail and no number to call. Was this sloppy or intentional - so as to make it difficult to unsubscribe? Even most spam has an unsubscribe option!

    It took me an hour and a half to figure out on the website and through automated "systems" who to contact to cancel billing for future non-use. I was not given a refund for the prior year subscription I didn't know I had and did not use. I was told it "couldn't be done". When I asked to speak to a manager, the representative, an Adam Johnson, couldn't or didn't want to give me the name of the person who runs Mobile me, or anyone else in the company. Is management afraid of actually talking to customers?

    Apple could have made note of my lack of use of the Mobile Me service and let me know how to use the service and how the service was of value to me. But that might mean I would know to unsubscribe - is that what Mobile Me management is afraid of? Offer something good and people will willingly pay for it. Apparently, that's not the Mobile me philosophy.

    This situation and approach to business is beneath Apple and if I took this approach in my company, my employees would think I am sleazy and they would mutiny. I wouldn't and couldn't do it. And I don't think my standards are too high.

    I await your response,

    Curtis Mildner

    Mildman 3/28/11 1:54PM
  • I give them the benefit of the doubt and use their line of iPods. Part of it is that it's fairly easy to learn and update information, another part is that a badass friend found one lying by the railroad tracks and sold it to me for 20 dollars. I've had it for over 2 years, never had a problem with it. 8 gig 2007 (or 2006?) nano. So, my girlfriend gave me an old 4 gig iPod mini a while back, because it doesn't hold charge for over a day, and I was thinking of getting it repaired. So I finally got around to trying to contact Apple about it, and they're trying to make me pay for a single-time correspondence with a customer service representative. I'm like, to hell with that. What, do I need to pay you for your email explaining that I'm going to pay too much because it's not under warranty, or just lecturing me about trying to repair an iPod that isn't registered under my name? So, I can't talk to a customer service rep free of charge, so I go straight to the mail-in-repair-service page, explain my problem, thinking "Oh good, I CAN talk to someone without them charging me..." Nope. Instead, I can't submit my problem because it's over 250 characters (when no character limit was mentioned until I clicked continue), so I had to slim it down, then I found out that it won't even submit my extremely vague problem (thanks to the 250 character limit) until I pay a battery replacement fee of $189.00 plus $6.95 shipping plus $16.54 tax, equaling to a total of $212.49. TO REPLACE WHAT'S PROBABLY A RECHARGEABLE WATCH BATTERY INSIDE.

    I'm not paying fees for proper customer service when competitors such as Microsoft would hand out email correspondence for free. I am not paying $212.49 for someone to crack open an old, POS novelty item and replace a little battery, especially not before I have been able to speak with a consultant. I do not accept to be part of their fixed-gear-bike-riding starbucks-chugging PBR-swilling counter-culture, as is the only way I could see a crowd of people being tricked into being treated like swine. I was impressed with iTunes, but their corporation and it's attitude to customer service has lost my business.

    To finish the story, I found the same exact battery for my iPod mini on Amazon for $13.83, including shipping. That's my way of sticking it to the man, if only the Mac fanboys could do it so deftly.

    Noah 3/16/11 12:46PM
  • All I got from the apple store in Santa Rosa Mall was attitude, first from the guy that greeted us, and then from the tech. these 'kids' may be up on all the latest tech stuff, but they rate 0 in manners and people skills. this experience really put me off buying any apple products in the future, only cause I'd have to deal with them again if anything went wrong...NO WAY!

    russian river robert 3/15/11 3:27PM
  • Corporate policies cause horrible phone service. Cracked the glass on my iPad. Traveling, on the road. Called a store 2 hours away, said I'll be in your town for 1 day, tomorrow, can you replace the glass? Don't know how many pieces of glass we have in stock. Not interested in looking. Don't know whether or not we can do it in 1 day. Don't know and can't give any estimate of cost. Cannot and not interested in answering any question until you drive here and come in. If I could go ANYWHERE else, I would. My Dell laptop is dying. Not a snowball's chance in hell I'll buy a Mac.

    OysterCracker 3/14/11 8:42AM
  • I recently ordered an iBook and the 3-year Apple Care warranty. The iBook arrived no problem, but after a few days the warranty (which appeared on the shipment notification) hadn't arrived. I decided I'd call customer support to double check.

    After navigating the automated system I spoke with a very cheerful apple service representative. After explaining the problem he managed to resend the original Order Acknowledgement e-mail, which unfortunately doesn't have the warranty number on it.

    He checked with his supervisor (or so he claimed) and then informed me that Apple no longer sends out anything physical with the warranty, that everything was fine and I would receive something in the mail in 60 to 90 days. I left happy, until the next day the Warranty (the one they no longer send out...) finally arrived in the mail.

    In other words I was lied to. I might simply chalk this up to ignorance except for the 60 to 90 days promise. That would have left me happy for a month or two and kept me out of his hair.

    Before the call I was toying with the idea of buying an iPad. Nope, not now.

    Anonymous 3/6/11 9:44PM
  • My professor at my school has us use Apple Macs in his classroom and during a late night project I screwed one up. When I called Apple to see if they could help I was told the warranty of the iMac was expired. And to have them answer a simple yes or no question where troubleshooting wasn't even needed I was told (for this question that I would never ask again) I'd need to waste over $40. He wouldn't patch me through to ANYONE, no alternate help no basic assistance. Even Windows had basic assistance... sorry Apple but that was a bad move on your part. No wonder I'm more of a PC (albeit Apple has GREAT OS)

    Circut Worm 2/19/11 9:15PM
  • I bought my wife an I pad for last month. after talking to apple support it seems my I pad will not work with my printer after buying an app that said it would . it will not allow us to download photos direct from a camera after buying the I pad adaptors at the time of purchase. so now the I pad I bought to travel with will need the laptop I wanted to not bring on vacation. the adaptors I bought from apple are usless, the apps I bought from apple too make my printer work are also usless. I am a very unhappy customer

    mrwho 2/13/11 5:09PM
  • Worst I ever seen. I called in about my IPOD touch and was told just to bring it back to the stoer and they would replace with a rebult unit for 99 bucks. I just purchaed in a month ago. When I asked to talk to a supervisor, they asked my age and then hungup. They SUCK!

    DrWilcox 2/3/11 10:43AM
  • I must say that I am extremely disappointed with Apple's Apple Care support line as well as Apple Retail Store Genius Bar. Just 2 months ago bought $2000 Macbook Pro that has been crashing ever since. Spoke with one Apple Care who must have hung up the phone on me. Took number in case we get disconnected prior but obviously has not called back. I did not say anything at all that might have been upsetting, any bad language or anything like that. Later I spoke with "Senior Adviser" who said I can send computer in to be checked out but if they won't find any problems and won't be able to reproduce my crashes they will just send it back and I will be basically stuck with it. I do have all the screenshots and logs of crashes saved and told him about it but he did not care. I also found that the product knowledge was really poor.

    Anonymous 1/27/11 5:42PM
  • My friend and I purchase thousands of dollars worth of Apple products a year and we both can honestly say they, literally, have the WORST after purchase customer service of any company we have ever dealt with. The people dealing with issues after purchase could not be more rude and could right the book on giving attitude. It does not matter the dollar amount you spend with this company...all people are treated equally - like garbage!

    allenm78 1/14/11 6:32AM
  • Apple needs to admit its mistakes and advise customers of routine problems openly.

    I contacted Apple today because I encountered a problem when I upgraded the OS for two ipod touches (from 4.1 to 4.2.1). After upgrading, the music library was not accessible from the ipod.

    Apple customer service was very accessible (I went through the request customer service link from iTunes and received a phone call about 15 seconds after entering my information).

    I explained that I had updated the OS and that my music library disappeared. I spoke to the customer service rep that called me and her supervisor. The supervisor was very helpful and I was able to fix the problem while on the phone.

    I told the customer service rep that I think their upgrade has a bug and that they should pubicize the bug so that customers can prepare for it. The customer service rep told me that the bug is likely due to the upgrade being performed from Windows and that we will need to agree to disagree on whether the bug exists (he theorized that it was probably due to a conflict with one of the 100s of anti-virus/firewall programs that are necessary when windows is the OS). Fine, but Apple makes iTunes for Windows and it offers upgrades through iTunes for Windows. I performed a search for "ipod 4.2 upgrade no content" after the call. The problem is common, and I don't think it's due to the OS of the computer running iTunes (it seems to have been encountered by Mac usere too).

    This is the second major issue I have had with iTunes/ipod upgrades and neither were openly addressed by Apple. Apple has great customer support, but needs to be ok saying "We screwed up" when they do screw up.

    Anonymous 12/22/10 6:01PM
  • Does anybody know the "best" way to contact Apple Customer Service when the first ten attempts speaking to customer service result in empty promises and no solution? I've tried going directly to the store as well with even the well intentioned employees saying "sorry but there is nothing we can do" even though I have a particular "appeasement" in writing from customer service. Promises and then nothing happens.

    Apple Sucks 12/21/10 12:27PM
  • I think apple sucks. I have a brand new ipad never opened and no apple store will let me upgrade my product. They can see the buy date by serial number but since I didnt get a reciept with my gift I cant upgrade.So be careful What you buy you get stuck with. They wont take their own product back.

    zipfly 12/20/10 7:49PM
  • I took my iphone to the Apple store today because I had purchased Tom Tom, a navigation application, and it would not download. I wanted assistance getting it downloaded, or A REFUND for what I paid for it. I was also having problems with the itunes password that was set up for me previously. I feel like I was "rushed through" my appointment and eventually "blown off" and told to go home and wait for the application to download. Well, obviously, it didn't and I can't get the phone's battery to charge. They "seem" nice and interested in your problem, but in actuality they want to hurry and be done with you so they can move on to the next person. This is not the first negative encounter I've had with with. It is also almost IMPOSSIBLE to get anything accomplished on-line with them. There is always "something" that blocks your effort to get an issue resolved.

    Pianist702 12/18/10 1:27AM
  • For the first time I decided to purchase an Apple product (iPad) and put an order through my institution (University). After a couple of weeks I followed up on the status of the order on 12/16/2010 and was told that Apple has decided to put this on hold because “as an educational institution we might be closed”.
    I find this somewhat surprising for anyone to presume a place will be closed and putting an order on hold without any checking. As I have not had any previous experience with Apple orders I assume this arrogance is normal. For what is worth I have canceled the order and will continue to be a non-apple user, but thought I should let someone know of the annoyance

    Taz 12/16/10 10:18AM
  • I thought I had left computer problems behind when I finally decided to order an iMac, but my unit arrived DOA with a cooling fan that would turn on at full speed not shut off. A quick search on the net and I found that clearing the pram and smu (might not have those exactly right) would solve the problem. After trying that several times I decided to call tech support. They immediately set me up with an RMA which was good, until 3 days passed and I did not receive my return label or the promised email with the details of when my replacement unit would show up.

    I called back only to find out that I had to send the unit back before my replacement unit would be shipped to me. The original agent was so happy to help me and assured me that the unit would ship to me immediately since this was an Apple issue, but she was wrong. The process now begins again and I have to wait until the return shipping label is generated.

    It's been three different phone calls and now I can say that Apple sales people are nice and courteous, but the tech support and customer service people are the opposite. They are uninformed and uncaring. All I want is to know when I will get my $2,500 paper weight replaced with the magical mac. I finally bit the bullet and I am more frustrated than I ever have been with a computer.

    I bought this computer primarily for picture and video editing.....I am wondering if Mac is really better than a professional Windows based system. I may return this iMac so I may find out.

    In this same situation any other vendor would have bent over backwards to keep my business, but Apple doesn't seem to care one bit.

    It's unfortunate, but apparently I am not alone. Apples are cool, but you know what they say about one bad apple......

    Anonymous 12/13/10 6:23PM
  • Apple tech support is HORRIBLE. The worst tech support Ive ever dealt with. The website is the first place I went, to try to get a phone number to call. It took me about an hour, and I had to create a case, and they had to email me the phone number and it was just a long, painful process. Finally I got the number, and I called them, and they're only available from 6 am to 6 pm. I have a busy schedule, so it took me 2 weeks to be available to call them during those hours. When I did, they told me I had to spend $30 for them to even listen to my problem! THEY SCREWED UP, and THEY WANT TO CHARGE US. So now i'm screwed, because I'm, not gonna pay them, and my Itunes still isnt fixed. I have an iPhone, so iTunes is necessary for me.

    Anonymous 12/13/10 10:35AM
  • I can't even express how bad Apple customer service and tech support is, actually Apple customer service and tech support doesn't even exist.

    Anonymous 11/23/10 8:56AM
  • I am disabled and on SS Disability, I had to save to purchase a new I Phone 4 three weeks ago and the bluetooth will not turn on? I was told that I would have to pay $30.00 to get it repaired?..huh?
    I reluctantly agreed only to be hit with a $600.00 deposit from my debit card that I do not have adequate funds to cover (see SSD above)?..huh again!
    I WILL NOT be able to get my "brand new " phone repaired??? Come on Apple what was once a great buying experience has turned into a $600.00 nightmare!
    I plan to share my story on Facebook and anywhere else that someone will listen.

    Anonymous 11/21/10 11:52AM
  • Apple Customer Non Support -- after today's experiences I am shifting my wife and I to Andoid phones and Verizon. I wanted to upgrade my old iPhone to a iPhone 4 but will be damned if I will extend my ATT contract when I know Verizon will be carryiong iPhones and the rates for data packages are going to fall.....Apple mishandled me so bad today (scheduling a Genius Bar appointment on-line took way too long, call to local store produced no results, promised call back from a Manager took six hours +.....with no satisfaction)...so we checked out Androids and are switching to them and Verizon -- two lost Iphone customers plus 5 lost customers for ATT....does APPLE even care? Not as far as I can tell -- how stupid do they think we are! How much will we put up with -- as tone deaf as their leftist democratic friends I guess

    chantrout 11/11/10 3:30PM
  • Today, after owning a Mac pc, 3 ipods and a Macbook pro, I have figured out that I do not like the company. I opened my Macbook Pro today to do some writing, and noticed that the screen was shattered. The point of impact was near the camera and it webbed out to the whole face of the screen. I had done nothing to it, and was surprised when I opened it to see this. I went online, and saw that many others had this issue, and that Apple would not do anything to help fix this issue. Knowing this, I still called Apple customer support, and they said that I didn't have to worry, just take it in to an Apple rep, but because it hadn't been a year, that it was covered under warranty. I was relieved, and drove immediately over to the Apple Rep. store that was closest to me. It was called Mac Care, and was owned by a husband and wife team. They were so sweet, but they needed a cs number in order for them to fix my computer. When I called back the customer service number, they said to email them pictures of the laptop's screen. We did. I was placed back on hold for another 25 minutes, and after an hour and a half of waiting for a reply, they finally told me that I had done the damage myself, and that it wasn't covered under any warranty. I was really upset, and told them that I couldn't believe that they could see that my computer was in immaculate condition, and that this was a defect in their computers (so many other people have this issue) and that they wouldn't stand by their product. They said that I could spend $900 to fix my screen, or otherwise deal with it. I told them I could buy a new computer for that amount, and for $2,000.00 that I paid for my Macbook, I expected better customer service. They said they couldn't help me. So, I took my computer to an actual Apple store and waited another hour to speak to someone. The guy was really nice, and told me that although it wasn't covered under the warranty, they would go ahead and fix it for me anyway. I couldn't believe it. I am glad that they are going to fix it, but the phone customer service is a joke. They said that I would have to pay $50.00 just to speak to someone for one time, or I could pay $245.00 for never ending customer service. I feel that their stuff is expensive, and the LEAST they can do for their defective products is let us speak to someone when we have a problem. I don't think I will buy any more Apple products, nor will I recommend them to anyone. The merchandise is great when it works, but the minute you have an issue, you're paying $50.00 per phone call and have to waste a whole day trying to get the issue resolved.

    Frustrated 11/3/10 5:21PM
  • Extremely rude technical service provider- the words disdainful, belligerant, sarcastic and condescending just begin to describe this person. This person talked to me like I was 10 and a bad boy, and I'm 55. I have a feeling he's talking to teens out there in the same manner- which concerns me as a parent. I will avoid buying Apple products in future after such a disagreeable experience. I didn't think I would have to mess with Sasquatch to get some help....

    noflyzone 11/1/10 10:55AM
  • I am in the U.S. military and I recently transferred to Guam. During this transfer, I had to cancel my old credit card and get a new one with a brand new number and 3 digit security code due to fraudulent charges. Now that I have a Guam mailing address and a new card, I'm trying to update my billing info with iTunes since I can't buy anything. But it keeps telling me my billing address doesn't match my bank records, although I verified it with two windows open in my browser. Matches character for character. Apple's response to this after a detailed description of my problem? Send me instructions on how to update my billing info. REALLY? Thanks, Apple, for insulting my intelligence AND wasting my time.

    WOULDN'T YOU THINK THEY WANT YOU TO BUY THINGS?!?!?! It's almost sickening.

    Anonymous 10/28/10 3:15PM
  • The absolute worst service I have ever had the misfortune of dealing with. I will never buy again

    ranroe 10/12/10 2:20PM
  • First of all I love my apple products and have never had any technical difficulties that I could not get fixed. My problem is with customer service. I recently returned a duplicate purchase and it took 30 days and 2-3 phone calls a week for those 30 days to finally receive a $250.00 refund. Now 3 weeks later I wake to find apple online has removed an unauthorized amount of $535.00 from my checking account. This little "mistake" as they call it has cost me $310.00 in overdraft charges that apple says they will not replace. So right now it looks like I will be in the hole by $310.00 because of their mistake!! I can't believe it, I am so upset. They took my whole paycheck! Now they tell me it will be 48 hours at least before I will even know if they will refund my cash and they have admitted it was their error. I know things take time but in cases like these things need to happen faster. I didn't get 24-48 hours warning before this was done to me...my refund should happen immediately and overdraft charges should be reimbursed. I know $845.00 is not a lot compared to apple's fortune but it is a lot to other people.

    financiallystressed 10/6/10 9:09AM
  • The hard drive on my $2,000 macbook pro failed two months after I purchased it from Apple. After an uncomfortable exchange with their tech support team, it was replaced. I have since bought a $1,000 Final Cut Studio that fails every time I try to install the third disc (Audio Content 2). I called Apple support again and got someone on the phone who was very arrogant and did not want to listen to the steps I took to try and install it. This is the same attitude I got when my hard drive failed. When I finally lost my cool and pointed out the attitude he was giving me, he hung up and did not call back. I called again. After he heard it was the same person and case, he hung up. I called a third time and got one of the senior members of the pro apps team on the line. I related what happened. He could not believe that the customer service person did not even offer sending me a replacement disc. He then went ahead and sent a replacement disc.

    I spent $3,000 on their products that do not work, and interestingly enough, I did not get a single apology until this last guy. It does not cost them anything to be nice. Why give customers a hard time, especially if their products do not work? Apple is doing well now but if they continue to suck at customer service, it will be very easy for a rival company to rise above them and conquer the market. In the end, customer service is still king.

    OneMoreTry 10/5/10 2:58PM
  • iPod battery replacement has now taken 4 weeks. Service did not acknowledge that it was there for the first week when UPS delivered it. Calls to iPod support has resulted in an unanswered escalation and another number to call. Since this is really a new iPod for $71 since the battery isn't servicable turn around should be quick as they jsut send a new iPod.

    No iPod Classic 9/26/10 11:22AM
  • My brother gave my (75 year old and non-technical) mother 4 itunes gift cards this past christmas when I gave her an ipod. I showed her how to get credit with one of the cards. She read the cards and there is no mention of expiration, so she saved them until august when she wanted some reading material because she was going on a trip. Well, the cards were all deactivated. We spent hours on the phone with Apple, they refused to activate the cards or credit her account. they kept the money (they say "no the store you bought them at has your money"). They need a receipt (from my brother in Colorado) for proof of purchase. Who keeps receipts for crappy litle gift cards? If they are going to deactivate cards there should at least be a warning on the back AND they should cut an old lady some slack. For the love of god, these people are heartlessly rule oriented. Another example of that: I owned a powerbook. Mind you, this computer was more expensive than the car I was driving at the time. Its hard drive died 4 days before the 3 year warrantee ran out. Thank god it wasn't 4 days after. I sent it off, new hard drive. Well the thing worked for 2 months then died while I was away on vacation. I got back from vacation 3 days AFTER the 90 day warrantee on parts and the thing was bricked. I was on the phone forever, begging for help: they are heartless and a hard drive should last more than 90 days Apple!

    sickened 9/17/10 1:19AM
  • I have purchase now a total of three ipod touch. I have been downloading with no issues. I have encounter an issue and have e-mail nuermous time and have not my issue resolved. This is giong on two weeks now. The is no way to reach some by phone only e-mail and then you have to wait 48hrs for a responds with you may never get. from now on I will not purchase anymore apple product. The service terrible.

    Anonymous 9/14/10 11:19PM
  • We bought the Macbook and almost immediately started facing problems in Airport connectivity.ie. the wireless connectivity. It used to get connected off and on. On the same wireless network, we were able to connect our Lenovo laptop without any problem. When we called their customer service, they tried to fob us off and told us to check with the wireless network provider. We even took the macbook back to the Apple store and again we were told that there is no problem with the macbook and we need to check with the network provider. After wasting our time and back and forth, we had to put our foot down. Only then they were ready to look at the problem and take ownership. Premium service for a premium product..whatever happened to that?

    Anonymous 9/10/10 10:43PM
  • I purchased an iphone 4 in NYC on July 18. Brought it back the following week to the so-called "Genius Bar" to have a minor problem fixed. At that time the "genius" helping us said he could order the bumper from the app on the phone. But the order never went through. When I realized at the end of August I had never received it and tried to reorder, the app said I was no longer eligible for a free bumper. Called Apple Sales and the store numerous times and got absolutely nowhere-just reactions from annoyed to pleasant but useless. Was told someone would call me back but it's been 3 days and, gosh, no one has. Will bite the bullet and buy a bumper, but can't believe how badly the company is handling this "fix" of an embarrassing problem. I've looked over the Apple site a lot, but can't find a way to register a complaint about customer service. Another surprise.

    maidongxi 9/6/10 9:06AM
  • I have dealt with apple twice now, both were appalling. My first visit was to buy my macbook for school. I went in and talked to someone from the genius bar to ask about what i should get. The man kept asking me why i wanted one and if i really needed one. All i could think was why is this your business and why are you trying to talk me out of buying a product from you? I asked about a photoshop program to be hassled again because this man is a professional photographer so I don't need this because he is better than i am. Second time was over the phone. My boyfriend was trying to get a quote on a macbook pro for film school. He was trying to get a grant for it and needed a professional quote. The lady told him to do it himself and when he said he couldn't she just said no. Than he asked to speak to a manager and she said no. If they want to keep customers, they might want to try treating them with respect considering they are paying thousands of dollars

    anonymous 9/5/10 8:15PM
  • It is pathetic. I am on my second phone in one week -- have been in the store three times and on the phone three and yet things still don't work. And, you buy the apple care 24 hour access, but they do not provide 24 hour access. Just try calling them -- they will ask a bunch of questions, then when you answer them, they tell you they are closed and hang up on you. Nice -- not only are they unresponsive, but they waste your time first.

    Anonymous 9/2/10 10:59PM
  • In june 3/2010, I place an order for iMac27 with i7 , the system was defective according to Apple Genius so I had to send it back, the second one after over 2wks, was sent to me and had the same issue. I had to sent that back as well, after over 3 wks they send me another one but this one had i5, and no one bother to tell me, or credit me the difference. So I sent back the item and until Aug 13, they did not bother to send me the right computer, they ask me to cancel my order and today is August 30th, no refund yet.
    4 times I have contacted Apple rep, twice they hang-up on me after 35-45 minutes being on hold, and other two the supervisors promised they have fixed the problem......
    Is Steve Job has left the building?

    touradj 8/30/10 9:59AM
  • Customer Service for the apple store is hardly ever reachable, be prepared to handle problems and enquiries you encounter yourself when shopping.

    Bobitybob 8/23/10 1:40AM
  • I've been an Apple owner since 1998. Great products
    but incredibly terrible communicators; ironic for
    someone in the communication business. You would think that their own website would be easily navigable
    (It's not) and their product descriptions would be
    clear and concise (they're not). The MobileMe mail
    is horrendous, no matter the browser. If you're a computer owner, they get rid of you ASAP when it comes to product support and direct you to the maze
    that is the Apple Forums.
    I make no hesitation in saying that Apple has the WORST customer service of any company I've ever
    dealt with and that includes 35 years in business.
    Again, great product (Their Computers), but
    horrendous customer service.

    whonoze 8/13/10 7:34PM
  • My cell phone died two weeks ago. I called Apple IPhone Support. They conducted troubleshooting with me by phone and then determined I needed a new Sim Card. They directed me to my local Apple store at Easton Town Market. I drove to the store (45 minutes one way), entered the store and was confronted by chaos and so much overhead music I had to scream to be heard. There were no signs, no registers or anything to indicate where the customer support desk was. I finally located a sales person and stated that I was here to pick up a new Sim card. He just stared at me. I find another salesman who took my name, number and e-mail address and put it into his IPad. He said I had to wait 30 minutes for a technician. Finally, I girl came out. I told her I was in the store for a Sim Card. Again, nothing but a blank stare. I went to a fourth sales man who finally said that I needed to go to AT&T for the Sim Card. By this time I was livid. No salesman approached me. I had to seek them out and when they did, they were not helpful in anyway shape or form. It had to walk up to four different salesman and scream to be heard over the music to explain that I needed a Sim Card. Finally, a salesman directed me to the nearby Trader Joe's which was next door to an AT&T store HE SAID. I drove to Trader Joe's only to find that there is no AT&T store at the Easton Town Market!!!! This is no way to treat a customer. I finally found an AT&T store in another city. My experience was 1,000 percent different. The customer service rep at AT&T treated customers exactly as they should be treated - he provided customer service with perfection and I didn't have to scream to be heard over the store music. The Apple store management and staff should be fired and replaced by AT&T staff.

    Amy 8/13/10 10:56AM
  • Apple tech support doesn't have a clue.

    jenth 8/11/10 6:04PM
  • Last week I noticed a $50 charge for an iTunes”gift card” on my iTunes account. I had to assume that someone may have hacked into my account so I immediately went online, changed my password, and removed my credit card from the account and “attempted” to contact Apple. Of course, there is no such thing as an iTunes Support phone number so I had to submit my request for a refund via email which I did. Apple promptly replied with a cut and paste reply that instructed me to contact my bank and cancel my credit card. I have replied a number of times to explain this is not, nor ever was an issue with the credit card and even agreed to accept the refund in the form of an iTunes credit to my account and every time they basically tell me to go screw myself even though they admit that they were able to cancel the gift card. So this means that they actually have my $50! I have been an Apple customer for years but this sealed it for me, I cancelled my iPhone account today and bought a Blackberry……in short, Apple actually stole my money, admits they have it, but refuses to return it!

    kroder 8/2/10 9:43AM
  • I have an Apple computer powermac g5 it was purchased in NY in the first quarter of 2006. It did not come with an airport extreme card so I recently purchased one and wanted it to be installed at the Domain Apple store. When I called to inquire about cost Brian (a manager) stated that because the computer was not purchased here that he would not work on it. I called Jim in customer service and he stated that the stores run independently. I thought they were all corporately run not franchised. Jim said that he would contact the store and get back to me. What he returned with was that because the machine is out of warranty as well that they can't work on it and be held responsible. Wow, so all those other times I used Brian to work on a different machine that was OK. Also, if this is truly their policy then they need to post this on their web site as this is very misleading and extremely poor customer service as usual.

    SG 7/30/10 6:18PM
  • I have been trying to talk to a rep for 30 mins and keep getting the same thing "please try again" I have a mac os X and a time capsule and the time capsule doesn't recognize my computer. It is the same one we have been using for 2 years.

    allaboutunow 7/21/10 7:29AM
  • Called regarding an I phone that I ordered... I got call at&t... So I did the lady told me that my ordered was on hold from Apple so she transfer me to apple and the lady was really rude....
    Really disappointed by the way they were not helping on the phone and did not really care.

    lala12 7/15/10 2:00PM
  • Apple customer care has gotten terrible. I've been a mac user for 15 years and iphone for 1 and 1/2. I have been listening to a ringing phone in Atlanta for over 5 minutes and it just shut off. I am trying to make an appointment at the "genius" bars for that they can look at a problem. What gives Steve. You've sold millions more iphones and ipad and are creating millions of old and new angry customers.

    shoelady 7/15/10 6:48AM
  • NO they do not have good tech support, after having my 7 year old autistic daughter called a "retard" by an apple employee and another telling me that they will not repair my 90 day old Macbook because I have special needs children and how do they know I didn't just let them go ape on it, I am very disappointed in Mr Jobs and the lackey he had call me condoning the treatment I received, I too have been a long time Apple user and even though I won't give up OSX over this, I am going to wait a good long time before replacing any of my equipment. So yes Apple makes good machines, but heaven forbid you get a lemon, they will not deal with it, and even condone insulting things said about children with disabilities to cover it up.

    zensekai01 7/14/10 5:10PM
  • I purchased an imac computer to the tune of 1700 dollars because it was supposed to be the best computer out there . I also pushacaced an ipod to go along with it. My mac won't ever turn on!!!!! Oh yea its only 14 month old out of warrenty of course its now going to cost 75 dollars just to diagnoe it. I think I'll go back to my Dell and zune it only cost me 500 dollars every 5 years.

    Sorry I wasted so much money !!!!!!!

    lynn 7/7/10 3:38PM
  • Bought an iphone 3gs not 2 months ago...upgraded software to ios4 as my itunes said, used it for a couple of days and boom!! it crashed, wont restore from itunes!!
    i bought it from Vodafone Egypt, and the guys there tell me to wait for a week until they send it to apple, and they decide whether its my fault or was the device faulty!!!

    i cant reach anyone in apple's headquarters to complain!!
    and i think i would never purchase again anything Apple, so enjoy the $$$$ u took apple guys.

    Tarek Ezz 7/5/10 5:47AM
  • Here's something EVERYONE should remember when dealing with Apple or any other computer company for tech support. You are not dealing with the company, you are dealing with whatever small operation they chose to farm out their tech support to. So when they say thanks for calling apple they really mean "thanks for calling telecomdirect our agents have never handled a mac in their life and are reading from a tech support article to help you."

    Anonymous 6/25/10 3:39PM
  • It takes an eternity to reach someone in support tech been waiting at least 3 hours!!! WTF!!!!????

    msdidi19799 6/25/10 1:47PM
  • I bought a 'loaded' MacPro for Photoshop and video editing work. It was my first Mac and likely will be my last. Within a few months the video card failed and for whatever reason the booting HD became corrupted. I called a local authorized Apple repair station and they wanted $40.00 to diagnose the precise problem because I did not buy the computer from them ( bought it directly from Apple). I asked them if they had the parts in stock for repair and they said no and it would probably take two weeks. At that point I decided to drive 250 miles roundtrip to take it to one of the Apple stores in Las Vegas. BIG MISTAKE.

    The Apple stores are busy with customers buying iPhones, iPods, iTouch and the trendy consumer products. As a professional owning one of their expensive 'professional' products I expected an extra bit of care. Instead, I got arrogance and a take it or leave attitude. To make a long story short after replacing the video card they still could not cure corrupted hard drive situation. The solution they offered was to wipe it clean and reinstall the OS. Then it dawned on me that I could just take it home and use the boot disc and Time Machine backup to get back to square one...which I did.

    Another issue was calibration of my monitors for Photoshop work. I used a calibration device but the settings are automatically restored on bootup. I have to go into Preferences on the Finder pull down and manually do it each time. I called Apple support, which I learned was located in Canada, and the support person emailed me a 'script' to download and run in order for him to diagnose the issue. He was suppose to call me the next day. That was four months ago. He never called. I gave up. I've pretty much determined that for my work I can get higher performance hardware for less money by going back to a PC at some time in the future. I've had good luck with my PCs in the past and my expectation from Apple was met with disappointment. I bought into the myth and, unfortunately, that seems to be all it is.

    CDW 6/21/10 10:16AM
  • I bought my iMac earlier this year, it was my first Apple product, and probably the last. After using it for a day, the problem started, dropped of wifi signal while other devices have full signal, and constantly hang, which later I found out it is call kernel panic.

    I phone apple care, the guy blame me for installing 3rd party software and told me to reinstall, reset memory, tried every troubleshooting steps that were available at that time, I was finally frustrated at my attempt to reinstall the system for the 14th times.

    I was very unhappy, the guy advised me to send it to their repair center which I did so, when the iMac finally return, the same problem happened again, and I call apple care, again. The guy said there was no repair history recorded in their system, and asked me to send it to the repair center again.

    WT* is the word to describe my frustration, I didn't send it to repair center, instead I searched in the forum and found an article about iMac's wifi connectivity issue, the kernel panic happened because the airport couldn't detect the wifi, I tried using lan cable, or move my iMac next to the router and used it for a week, the kernel panic didn't happen at all.

    Why apple never admit it was their hardware problem, their casing is blocking the wlan receiver from receiving wifi signal? Same distance, but other devices can receive full signal, this is clearly apple's product problems.

    Kris 6/16/10 10:40PM
  • My iTunes account got hacked for over 200 dollars. As soon as I got the reciepts for the products i didn't purchase- as they were iphone apps and i have a Blackberry (thank god!). I was informed that there was no one I could speak to and I had to write an email and I would get a response within 24 hours. My card gets hacked and I have to wait 24 hours!?

    I cancelled the card and disputed the charges ASAP and was emailed by an Apple rep saying that i should change my password. Awesome idea. After several back and forths I wrote that i was extremely disappointed in their service and security and i would not be resuming my account or purchasing future Apple products.

    She responded by giving me 5 SONG CREDITS and telling me I didn't have to rush to reactivate my account. Why thank you!!

    When I once again responded with I wouldn't use it again due to the lack of security she responded by SENDING ME THE PRIVACY POLICY and telling me the steps they take to prevent hacking. EXCEPT YOU FAILED. Why remind me of what you didn't do?

    Absolutely abhorent company to deal with. Also 3 words were spelled incorrectly - like try proof reading customer service emails.

    (I'm aware my grammer may not be perfect but it's a product of rage and frusteration!)

    Bels 5/25/10 10:07AM
  • The horrible service and lack of resolution that I received from Apple is deplorable. I would have thought that Apple would do right when it is clear that the Apple team did wrong. Especially with all the profit Apple, Inc makes from customers who believe in their products and services. After being mistreated at the store level and the corporate level, I have gone on to undercover too many customer complaints to note here. Perhaps it takes the voice of many to shake the Apple core? I am willing to go there and the media to stop big corporations from mistreating the customers who feed it but why does it have to come to this?

    To date, I went through 4 employees, 11 phone calls, several emails, filing a complaint with the Better Business Bureau before someone at Apple got back to me. The final response is that Apple, Inc will take no responsibility for the mistreatment or take action to resolve the situation. How much energy and time does someone have to expend to for a company to do right by its customers? Does this reflect your personal business practices?

    Here is my story for context. Apple, Inc removed my hard drive with out my consent. My computer was sent in for a default hinge that cracked. The computer was returned with the hatch fixed and the hard drive removed and replaced. There was no call or warning that the hard drive would be replaced even though the paperwork I signed says that I would be contacted if additional services were needed. The problem Apple noted as the reason for the hard drive replacement was noted as Read/Write issues which would indicate that my computer was not working before I brought it in. My computer was working fine! Apple, Inc did search for my hard drive and found it. They sent it to the Apple Store in Sacramento. The Apple store tried to retrieve the data but could not. They said that Apple Corp had already started to erase the data. They gave me the hard drive and told me to go to a data recovery program to try to retrieve data. The cost would be my responsibility. The manager and employee at the store refused to help. They gave me the phone number to the corporate office. I went through 4 employees, 11 phone calls and four emails before someone got back to me. The final response is that Apple, Inc will not help to retrieve my data. I am beginning to believe the hard drive Apple sent me is not mine. What other reason could there be that they would not try to retrieve the data at the corporate level?

    Kristen 5/21/10 6:55AM
  • The worst customer service ever. First i was placed on hold for 25 minutes. Then I got a girl that could not do anything but repeat the same phrase "I'm sorry, our computers were not updated but you are free to cancel your order." Then I got another guy, who decides to be condecending, but when i asked to speak to a supervisor, he told me he did nothing wrong and hung up on me. HORRIBLE HORRIBLE SERVICE. I was never a apple fan, but this has made me a true PC for life.

    LilLinda 5/17/10 9:04AM
  • When the power supply of my Time Capsule failed, the replacement has been very smooth and impress with the service. My evaluation covers only my second service call.

    The unit, I received in less than 2 days, failed to run successfully my backups on 3 different MACs. The first level support wast great. Then, my call has been transferred to a Senior Advisor. My backups were starting, but failed after backing up between 1.2GB and 24GB out of 134GB. The configuration of the Time Capsule was exactly the same as the original unit and the configuration of our 3 MACS has not been changed in the 2 days. Hey Senior Advisor : 1 + 1 = What?

    I explained to him our setup and he tried to convinced me that the Time Capsule has to be the gateway. My business has another gateway (the enterprise firewall). So, I setup an stand-alone network to prove my point. I have 34 years of IT experience in software engineering, SAN, Backups, Networking and Security in very large corporation and I had the impression to deal with someone who read the Apple for dummies and tried to do things that could work with a beginner.

    When I finished my test and redo them 2 times, I call him back few time, send emails, call another support person that she confirmed the Senior Advisor will call me back. I was at my office the whole Saturday until 9:00 PM and no call or email.

    I will continue to buy Apple PCs or laptops because of they are more reliable than Windows, but I will never buy again Apple storage or any components my business will depend on.

    I like very much, but they are not ready for enterprise yet. I was expecting that Senior Advisors will be more professional. If I had an employee not responding to one of our customers, he/she will be fired on the spot.

    Business User 5/15/10 9:37PM
  • Apple has probably the worst help i have ever seen, I called and talk to apple support and they were a great help but when i got to the store they told me they have to be able to see the problem on spot, My iphones problem is that sometimes it turns itself off, Sometimes it dont even turn on and it freezes. I told him what was wrong with it and that i would drive an hour to the store just to exchange my excelent condition iphone for a new one. The guy was a complete dick and told me sorry he could not fix my iphone. I only have about a week of warrenty left and he said he suggest i buy apple care. ( NO THANK YOU). I will probably just end up selling my iphone.

    suttonkid 5/4/10 9:18PM
  • horrible, My macbook pro came with a scratch - which at first i thought was just a wielding point, which is ok. Then on closer inspection, i thought it was a crack - so i went to the apple store, still fine - find out its a scratch, which I was thinking ok, since it's a new product, it should have been flawless. I mean, wont you return your nike if you found that the sole werent glued to the upper properly? All i want was a simple exchange - Plus the dvd region was set to china, sign of refurbish mac? All i got was - you can return it and buy it again, meaning i have to pay an extra $179 for YOUR lack of quality control?

    I am going to call the customer relation on monday. Apple was known for its' excellent customer service, which has drawn me to getting this macbook, and now i have this scar on my macbook that will serve me as a reminder of how uncooperative apple has been over THEIR inferior build quality - saying it's only cosmetic. Again, you wont keep a brand spanking new nike that wasn't glued on properly would you?

    Shame on you apple

    Anonymous 5/1/10 7:40PM
  • Absolutely worst customer service ever, I will never buy an Apple computer ever again. I was told I would get a return phone call and they have never called me back. They do not help out at all, and just say there is nothing they can do unless you send in your item and pay ridiculous prices for them to fix something that was a problem with the computer when they made it. My keys on my computer melted after being out in the sun for about 30 minutes. Worst thing, it was only 75 degrees out. Apple said it is considered "an act of God" and is not covered under warranty because it is an accident, so of course they want me to buy an entirely new computer, instead of them just replacing the keys. They said they can't do this, even though the keys can definitely come off, and just as easily put new ones back on.
    AWFUL JOB APPLE, YOUR CUSTOMER SERVICE IS THE WORST THING EVER, AND YOU DO NOT CARE AT ALL ABOUT YOUR CUSTOMERS, JUST ABOUT SELLING A $1400 COMPUTER AND THEN BEING DONE WITH YOU.

    RTNOLES09 4/30/10 4:39AM
  • disgraceful customer support system. No live personnel that you can talk to. Apple might sell themselves on their products because they sure as hell would not win points on customer service. I have been billed for applications I have NOT bought or downloaded and they are telling me to look at my purchase history its there. HELLO? Maybe a system error on your end. I definitely not purchase these stupid apps.

    OH they make me so angry that I can't get this resolved.

    fed UP 4/22/10 3:46PM
  • iphone warranty issue
    couldn't drop off at store for assessment
    next genius appointment >1week
    advised to standby indefinately in store
    have spent >$10k in last year at this store to be treated like a child???
    will vote with my feet & not buy from apple store @ robina, australia
    they have burnt this client.........

    th 4/21/10 5:10PM
  • Worst customer support I ever received. Try to find out any billing information and you get passed on from one office (Starting with their headquarters) to technical support via email. Told there are absolutely no phone numbers available for billing support. I email tech support, get a call and then the agent hangs up on me. He had that "matter-of-fact" attitude and when I pointed out he wasn't as "matter-of-fact" as he thought he hung up. GREAT JOB APPLE!

    Anonymous 4/5/10 9:37AM
  • I had an issue with them allowing someone to access and change all of my account information...ID/PW/EMAIL/CREDITCARD...the lack very basic security protocol of notifying the account holder when changes are made...this is a world class operation? I dont think so - when I requested they investigate and determine who did this, they said they would only do so if compelled by a Police request or a supena! What are they thinking of - they are acting like they are the only show in town and that ended about 12 months ago...can you say AMAZON - 30-40% cheaper and seamless intergration with the IPOD...I made a very compelling case that this was very likely an "inside" job by an Apple employee and they could care less!

    thecommish58 3/29/10 3:27AM

  • I recently had an unauthorized use of my iTunes account. I changed my password, but it was again used without my authorization. I changed my password again.
    I then Emailed iTunes saying that my account was used without my permission, and asked if they could look into why the password change had not prevented another use. Their reply was: “sorry, I suggest you change your password”.
    I replied that I had changed my password, and would like some additional information such as what password was used the second time to try to figure out why this second use had occurred. Their reply was “sorry, I suggest you change your password. If you have further questions you must contact your credit card.”
    I replied that iTunes was indeed an authorized user of my credit card, it was my iTunes account that had been compromised. Their reply was “sorry, I suggest you change your password and you must contact your credit card”.
    I then contacted my credit card, and they suggested that I file a disputed charges on the two charges, and iTunes should provide some information on the charges. I did dispute the charges on their advice. The information from iTunes was only that they were an authorized user of my credit card, and that the account had made purchases on the dates in question. No information of any value was conveyed.
    I, unrelated to this situation, then tried to make a purchase in iTunes, but my purchase was denied due to my “credit card information”. I then Emailed iTunes again asking what was going on in my iTunes account. The reply was that my credit card had been deactivated. I was never informed of this, I was just simply denied access to making purchases at Apple.
    A representative of my credit card and I spent 1 1/2 hours on the phone with iTunes trying to get some more information out of iTunes as to how or perhaps who (what computer and/or password) had made the charges on my account. Further, why was my credit card cut off without notification. We were finally told by an iTunes representative that they don’t provide any such information to consumers or anyone else.
    As the person who pays the bills on my account, I feel that I have a right to some information about the purchases I paid for, yet iTunes feels differently. Further, one has to wonder about the business model of a company that removes customers from their base simply for trying to get information about the purchases he/she made.
    I currently have no way to make purchases from Apple because my credit card is deactivated (I maintain only one credit card). I have always paid my bills, and disputed the charges only in an attempt to obtain information. I have been an Apple customer for many years, but I find it very offensive to be treated like a dishonest teenager trying to swindle a couple songs from iTunes.
    As I look to upgrade my 5 computers, and phones this summer, I have two concerns. First, I have no ability to purchase from Apple since my credit card is deactivated. Secondly, and more important, am I going to continue to be treated like I was an annoyance rather than a customer? While I feel that Apple provides excellent products, I will overlook some deficiencies in other products to avoid being treated with such indifference.

    wwpjrslc 3/27/10 12:24PM
  • Since this is the freakin' 21st century - why can't anyone easily obtain Apple 24/7 tech support via an interactive phone call (remember those?) with a live technical expert? I'll pay for the call. I'll pay more for the freakin' device. Just give me the proper support. I work always during Apple's lame 6am-6pm PST timeframe, so I don't have time to call during THEIR hours of convenience for help with my issues. Isn't Apple a global company, serving global customers according to the needs of the actual customers? WTF?

    Very freakin' annoyed.

    T Westberg 3/24/10 9:18PM
  • My iphone/ iphone usb cable have passed a virus three times, 3 times!!! to my work/home computers. It's been happening since I was asked by apple did I wish to update my software on the phone last a wk ago. The phone stopped responding and I then had to wipe it and restore to factory seeings. Since then each computer I have plugged the phone into has contracted the same really sinister virus. I called apple customer care and they refuse to believe the phone has any link to it, even though this has happeneed each time after hooking the phone to the different computeres! Apple software is totally impervious to any problems or virus's they told me, it cannot possibly be the phone, I now have to bring it to the shop I bought it in, ask them to hook it to their computer and see if the same thing happens again,(so they will prove to me it is not the phone) is this apples idea of customer care???! Bollix!!

    palehecate 3/5/10 4:03AM
  • I have had same problem, however my iPhone 3GS you cannot hear anything (nor can the person you called) The volume has just completely gone or now and then comes back and then vanishes. Also I get a crackling sound (kind of an interference sound) a lot. My handset has just been returned to Apple - which if I am honest has been a joke in itself.
    Called to report fault - hard a terrible time understanding this representative (obvioulsy based in a foreign country), told that my handset may be just replaced as its a common fault and to wait for UPS to call me within 2 days to collect handset. That didin't happen, call apple back, again told to give it a day or two, so again I waited... again... not a call. Call apple back, an english gent advised I had been wrongly advised. I myself had to call UPS once my return label and handset return packaging had been received by me. Ok, fair enough I waited for the package to arrive - nothing. Yet again called apple and again was told packaging is on its way. This time it did arrive 7 days after my initail call.
    I called UPS and arranged collection, but even this took me four attempts to get through and to be greeted by a rather rude unpleasant lady didnt help either. Then the Driver turned up (to be fair to UPS, extremely fast..2hrs!!) but because I did not have any slip to prove I had given it to him, I ran into the house to get booklet for him to sign. He wasn't happy as he seemed rushed and I was being a pain for asking for his signature. "You don't need a signature" he said.. I replied on a £500 handset I think I do!!
    Hows that for Apples fantastic after care... my goodness I do hope the overall experience improves!!

    jotei66 1/22/10 4:44AM
  • Apple used to be a good company until they partnered with ATT. This was the biggest mistake ever. ATT coverage sucks soooo bad! Apple isnt any help either when I need a replacement phone....PLEASE APPLE...GO TO SPRINT with their 4G network!!! PLEASE!!!!!!!

    Anonymous 1/19/10 11:44PM
  • I love my iphone but service and tech support are not convenient and it is true about the dropped calls and dead spots due to at&t's coverage. Having to make an appointment to speak to someone in an apple store to ask a question is crazy too. "walk ins" are definetly not welcome.

    Anonymous 1/7/10 7:31AM
  • Apple UK support staff (based in Cork, Ireland) have very little interest in resolving customer issues. So far, they have tried every trick in the book to absolve themselves of responsibility for the errors of their appointed contractors that do repairs for them for products under Apple warranty - a laptop in my case. There seems to have been a definite turn for the worse in their provision of customer service since I last dealt with them some 18 months ago.

    VenDewalt 1/6/10 1:20PM
  • I have never had as bad an experience with a company before. The Apple stores are completely unhelpful and discourteous. I will never by another Apple product as long as I live

    Harriet 1/2/10 2:17PM
  • WHY DO THEY NOT HAVE 24/7 TECH SUPPORT EVERYTHING ELSE IN THE WORLD DOES!!!!SOME PEOPLE AREN'T AVAILABLE FROM 6-6 !!!!I DID LOVE THE IPHONE AT FIRST BUT ILL BE GOING BACK TO MY BELOVED BLACKBERRY NEXT UPGRADE!!

    Anonymous 12/6/09 11:23PM
  • The hard drive on my MacBook recently failed. I had it replaced at a local Apple store. I was told that if I had lost any music downloaded from the iTunes store to simply call Apple because they are very good about replacing lost downloads.

    I called Apple, explained that I had lost downloads purchased at the iTunes store when my hard drive failed. The first guy said he would connect me to someone who could help, then put me on hold for about 10 minutes. Finally, a second guy picks up. I explain the above and he tells me he cannot help me with my iTunes issue. This second guy says hold on while he researches my issue. After 20 minutes, I am still on hold listening to bad music!

    What an AWFUL experience! I never got my downloads replaced.

    LtermMacUser 11/29/09 11:37AM
  • I agree with the post below. The iphone is a great device but almost unusable because of AT&T's network. Here in Atlanta, its nothing but dropped calls. I was in LA, San Diego and San Fran, last week and counted 41 dropped calls over the course of 5 days. Apple blames it on AT&T, AT&T doesn't care. I will NOT renew my contract, and might have to break it.

    Anonymous 11/23/09 11:00PM
  • is everyone who owns an apple product out of their minds???? Why would you bring your broken product to an apple store only to be told that you need to make an appointment for some other date, because no one is available for technical advise?? Why would apple have to set up an appointment if there weren't so many complaints and returns? I find it offensive to have to waste my time and energy to travel to their stores on many occasions for them to back up their product---Maybe. if they see fit, according to technical assistance. I will never buy another apple product as much as my kids think they're cool. Let someone else waste their time.

    linda 11/19/09 2:05PM
  • My second time coming to the store to ask a support related question.
    the first time was a breeze. the staff new exactly what i needed to do, and POW, problem solved!

    This time i went in and said, "i hit print, and it froze, i was unable to get it to unlock from that position." The staff said i needed to make an appointment and come back later that nite 'cause he did not know. 8:30pm. I told him i had to borrow a car to bring in my 24" imac. i got there late...8:40pm, only staff there to help started his 8:45 appointment already. my fault.
    It would be nice if the staff were a little more flexible. I would gladly have waited, to see if they could verbally give me some guidance to work on it on my own. Instead it was simply, " drop it off with us" or bring it back tomorrow. My borrowed car will not be available, so i just took it home to figure it out myself.
    (tried to call them on my way in to let them know i was running late)

    jkoffman 11/3/09 12:59AM
  • basically hire "babysitters" as customer service reps and you have to wait to talk to people who actually can do something about your hardware issues. right now i am at 58 minutes and counting.

    Anonymous 10/22/09 6:20PM
  • HORRIBLE CUSTOMER SERVICE... have called in multiple times for issues regarding my ipod and macbook pro and have experienced having to call at least 3 times for each problem while being on the phone for a MINIMUM of an hour each time.. seems like their basic level customer service people do not have the authority or know-how to solve any of the problems

    Anonymous 10/22/09 6:14PM
  • I have been on hold for 43 minutes and counting with Apple's technical "support". The first rep was friendly, but seemed completely incapable of providing any real help. I thought my questions were pretty straightforward regarding upgrading iTunes, but I found little help with their online support, and now even less when calling. Hopefully the next person that picks up the phone can be os assistance.

    kevinw 9/25/09 4:47AM
  • Submit your comment >>
  • The best experience I've ever had with customer support.

    Anonymous 4/2/12 8:03PM
  • Apple products are much better than Dell's. And the difference really is apparent if and when service is needed. Dell used to be good in the 90's, but now it's very hard to reach a real person that can resolve your issue. If you do reach a live voice, it's some guy in India, claiming his name is "George." Yeh, right.
    My last Dell notebook lasted 2 years of normal use before it stopped functioning. My last Macbook Pro from Apple is still performing flawlessly after 6 years --- I'm replacing it to improve speed and performance, not because the product failed.

    Anonymous 3/18/12 3:34PM
  • I have been an Apple customer since I bought my first Mac 512 and tht wasn't yesterday........Speaking of yesterday I had a problem with my Iphone that I purchased August 24, 2011. I went to the Apple Store in the Eatons Centre and was helped by a young fellow named Timothy Sills. He went out of his way to turn my bd experience with my Iphone into a pleasant one.

    He spent a lot of time with me, and my many questions did not seem to bother him even a little bit.

    I was so pleased with this yung man I felt I had to let Apple know..... I hope he gets a pat on the back for his great work from Apple.

    Cal Bambi - Toronto Canada - calbambi@rogers.com

    Anonymous 3/7/12 1:43PM
  • Been using their computers for 26 years. Of the 2 that went down during this period, one was replaced within 15 minutes (at a store). The other was repaired and back to me in 2 days.

    Ray 2/29/12 6:37AM
  • I went to the Apple store on 14 St in January.
    I wanted to ask a question about my I- Phone which had stopped working for the second time in a week. The phone was three months old. The person downstairs said "Just go to the 3rd floor they will help you in a few minutes." I waited twenty minutes while an extremely rude young man calling out who was next dismissed my concerns.
    I then had a miraculous experience. Someone named Chelsea Mae actually took the time and trouble to:
    fix my phone
    patiently explain how and why the
    problem occurred
    patently explain how to fix the problem when and if it arose.
    She was an amazing departure from the dismissive bored remarks I had from others that day. The entire staff should learn from Chelsea Mae. She was young and I am not but I was treated with respect and kindness.She was an excellent teacher. Chelsea Mae revised my dismal evaluation of your staff.
    Very truly yours:
    Dr. Harriet Fraad

    Dr. H Fraad 2/4/12 2:02PM
  • Fantastic customer service. I bought a MacBook Pro recently, 10 days later Apple released updated versions. A little annoyed, I went into a different Apple store where they happily swapped it for one of the new ones, no questions asked.

    Petal 12/10/11 3:47AM
  • I bought my first Item in 2009 and fell in love. I then went in and said I wanted a macbook. The guys helped me get it set up they taught me how to use it, ect. Then I got a Iphone they helped me sync it and all that. I just got a Ipad 2. And again they helped me! I love the guys at the tampa Apple store. You guys are amazing!!! I would never touch a windows product AGAIN!

    I love apple 11/5/11 5:35AM
  • With regard to the person below, I bought my apple from mac directly and it came with 1 year of free support. I had a problem, called and was fixed in minutes. If they are asking you for money then you are out of your year of support. If you havent figured out how to search the internet for you own damn solution after a year then yes I agree you should have to pay for additional support. How much free support do you bloody well expect???

    Tankerton 11/2/11 2:26PM
  • I had a very positive experience with the phone contact with Apple, they remedied the situation fixed my computer for free and sent me freebies, The onsite experience however, at the store, was miserable, (Fair Oaks Mall in Fairfax Virginia) they are idiots and haughty. I am basing this review on phone persons intervention.

    logicaldog 9/29/11 4:26AM
  • I have got 5 apple products and whenever they have gone wrong (which i have to say is not often) Apple have been very good about fixing or replacing them.

    yetanotherpunter 9/24/11 12:48AM
  • I have had to seek Apple Customer Service for my MacBook Pro twice. First the battery quit working after 3 months. I am located in the Middle East were there are no proper Apple Stores only knock offs that refuse to provide service if you didn't by the product from them. I bought the laptop in Thailand also not from an Apple Store. So, I had to contact Apple Customer Service in the US. I had to be a little patient and explain my situation and the problem to three different reps, but I was never left waiting on hold for excessive period of time and finally the new battery was shipped promptly and with a real effort to understand my situation and minimize any hassle. On the second occasion the GPU died. The problem was promptly diagnosed and I was given instructions on how to send my laptop to customer service. Turn around time was less than a week. I was particularly impressed because it turned out that the particular GPU modle had been identified by Apple as faulty and was replaced free of charge even though the laptop had been out of warranty for almost a year.

    Stephen Wright 9/8/11 1:15AM
  • Spectacular products and service. Efficient. Beautiful structure.

    rvgspd 8/11/11 7:40AM
  • Good customer service, very very friendly (not in a fake way). I had my brand new Ipod stolen from my home. I had put insurance on it which unfortunately does not cover it being stolen (I had a police report but I geuss anyone could file a fake police report). Disappointed they could not replace stolen item though they were very quick to refund the insurance money.

    Shem Ari 8/10/11 12:28PM
  • Apple support is number one in the world for a reason. It doesn't surprise me that the comments left by users of the apple care support line are either "terrible" or "awesome".

    My experience has always been "awesome" because my attitude when calling them is one of wanting to take responsibility for a product that I payed money for to own. It is mine now not Apples, my money was a contract indicating a change of ownership from Apple to me.

    If you approach life as a victim, every human interaction you have will be as a victim. Just take responsibility of ownership and you'll get great customer service from almost anyone. My two cents worth!

    Anonymous 6/4/11 11:28AM
  • The best in the business. You can actually go to stores and show people the problem you are having. All of my problems have been resolved successfully in less then an hour.

    joeconsumer 5/13/11 7:41AM
  • We just purchased online, the ipad 2 for our chronically ill son, who is currently in renal failure for 6 years. At Age 1, we discovered he was born with 1 kidney and was nearly in renal failure. He has spent years of his life hooked up to machines for dialysis. After finally deciding to ditch the mtg. payment and buy him the 1 thing he has asked for in his less then 11 years of life, an ipad 2, we realized that he would not have it in time for his 11th birthday. Thinking this was because of the Engraving, I called and spoke with Theresa, who probably doesn't know she has brought a very overwhelmed, exhausted mother to tears with her kindness! She expedited our order and added a free docking station. This is HUGE! I didn't ask for this, she just gave it to us! I didn't even think to buy one, but as my son who knows no other life then the difficult one he's fought to be able to live, he now can stay fully charged and view anything he wants....while he's hooked up to machines that are keeping him alive!
    The smallest gifts of kindness is what truly keeps our family functioning. We go without so much in life, but the contuous of acts of kindness (those without asking for) is something we never seem to be without!
    Thank you Theresa!
    XO

    thankful! 5/4/11 11:33AM
  • The products I have purchased from products throughout the years have been top notch in quality and design. Rarely do I get a chance to deal with customer service; which is a testament to how good their products are. Not saying they're perfect because no one is perfect. Any who, I love going to their apple store, because their employees are always so enthusiastic and knowledgeable.

    uneek78 4/18/11 10:25AM
  • Unhappy daughter update. Customer service rep. worked with me. He forwarded my issues and other info. to an Apple Team. I should here within 48 hours if they will help with this problem. Kudo's to the customer service rep.! Expecting positive results.

    unhappy daughter 4/2/11 4:34PM
  • You know its kind of funny how so many people feel the need to complain when they don't get the service they expect to get. Yet, when the service is exemplary and customer service reps go above and beyond, those calls and experiences go unrecognized. Many people feel the need to not tell others how GREAT the experience was as opposed to how TERRIBLE.

    Having experience working in a call center, I know what its like to have upset customers call in. I want to say that as many times as I've needed help from apple, I've had both good and bad experiences. Its expected. Overall, apple is a great company and I never end up disappointed. I recommend apple to all of my friends and family and currently own a Macbook, Ipad, Ipod Touch, Classic Ipod, and several Nanos and shuffles. I am about to make another purchase of a Macbook Air. Keep up the great work, apple. You have found a lifelong customer.

    A very happy customer 3/25/11 9:10AM
  • I contacted tech support regarding a perceived "system crash." The tech listened with great compassion and offered a number of solutions as well as provided me many sources should I not be able to resolve the problem using online suggestions. The tech, Coyera (Q) sent me an email with a possible solution. My problem was EASILY fixed by a forced shutdown and restart. WOW! I know, just hold the on/off button for several seconds may be simple enough, but non-the-less, IT IS WORKING AGAIN!
    Thank you (Q)!!!!!!!!!!!!!!!!!

    Mike Blust 3/11/11 1:08PM
  • Took a Macbook in that was out of warranty because I could not put a CD into slot. Genius asked me several questions and tried a few things to no avail. He took into the back room and returned 20 minutes later with my laptop and two (2) CDs my son had jammed into the computer. I asked what the bill would be and he said there was no bill and I left with a smile. Best Buy was going to charge me $60 bucks just to look at it! Always choose Apple.

    TDBexar 2/24/11 12:20PM
  • Apple Support again proved their worth to me. They are replacing my iMac's LCD screen. I called in, gave my info to the computerized system and had a person on the phone in 3 min. Then he gathered what my problem was and passed it to a supervisor. Then I was told that my 7 year old iMac (which has never had Apple Care) would be taken care of; replacing my LCD screen free of charge. Total Phone time: 27 min.

    techguyss 2/11/11 11:20PM
  • I really have a positive comment.
    Hussein Davies at the Apple store in Sherman Oaks Ca is a wonderful manager you should honor. He handled a situation of mine in the best way possible and really kept me an Apple fan.It really could have gone a different way with another personality.Thanks!

    none 12/28/10 2:11PM
  • I really like apple and their customer support is great -- much better than any other company.

    Anonymous 11/28/10 11:36AM
  • By my mistake I erased System Preferences on my G4. Took my computer to the Short Hills Mall in New Jersey, and in 5-minutes the tech there restored everything back to the original. Thanks for a job well done.

    RRR55 11/19/10 2:45PM
  • Exemplary tech support. I recently had a problem with my iPhone 3GS. The volume up button stopped working. I called Apple Tech Support and had a new phone delivered to my door in less than 24 hours with Apple picking up all the shipping costs. (When it comes to portable devices I always pay for the extended support due to the extra wear and tear on the device.)

    Mark_42 11/5/10 9:02AM
  • I recently was given a 4th gen. I pod, which I love!!! I had to call tech support today for help in syncing down loads (music) to my I Pod. The service rep's name was Jamahl, based in Oregon. To say this young man was out standing in helping me with my problem, is a small token to his expertise in doing his job!!! He is an exceptional young man & tech-rep. Apple is very fortunate to have him. Thank you, Robert Haskell

    Anonymous 10/17/10 12:54PM
  • POSITIVE EXPERIENC: Issue with system installation on a Macbook. On hold 3-4 minutes before initial contact. Rep was courteous and knowledgeable walking me through my problem in about 7-8 min.

    mtl4059 8/10/10 9:15AM
  • The tech guys knew everything I needed them to. they picked my problem till they got the exact problem that was causing it. great support. Do with they had 24/7 support but I'll live with 6-6

    Unknown 6/29/10 12:00PM
  • Apple does have good support compared to most companies these days. Not everything will always go perfect and not everyone knows everything. And you people who complain they make you pay for support on your 5 year old computer, just because you paid $2000 does not mean you have lifetime support ha but you can get off your high horse and take it to the genius bar for free support

    keithbrakebill 5/23/10 2:12PM
  • People are haters around here. Apple Tech Support is great! # 1 for years. The iPhone actually a great product, but service wise it is a bit lacking.

    Computers have issues, wether Apple or Sony, or Dell. Computers will have issues. Sometimes it's just a matter of customers not knowing how to talk to tech support. Work with tech support, and they will work with you. With these attitudes I don't think you'll get what you want.

    NinjaCorndog 5/19/10 2:53PM
  • When I purchased my 24" iMac a few years ago, I was prepared to make a purchase on the spot, having done weeks (probably months) of homework. The transaction could have been done in a few minutes. But no one was available to help me. I was a little perturbed, especially since I was about to shell out a sizeable amount of cash. But it was a Friday, late summer, when all the kids are at the store. Anyhow, what went from a so-so experience went to a great one due to Apple's mistake. You see, Danbury CT Apple accidentally sold me the 21" iMac. I didn't realize it until I walked out. I promptly returned and explained the problem. The problem was immediately rectified, and I received a discount of an additional $90 for the inconvenience they caused. Added to that, I utilized the education discount, received a free iPod Touch, free printer. Overall I saved around $550 by using my education discount thereby receiving all the perks and discounts. Love my iMac, and my iTouch. Its the 1st Generation iTouch, and still going strong.

    TheyCallMeMcGyver 5/3/10 5:46PM
  • Support staff are knowledgeable. If you have a hardware problem, however, it's best to make an appointment to see a "genius" at an Apple Store.

    Anonymous 2/2/10 10:33PM
  • I have had 3 excellent interactions with Apple customer service. Never on hold, always get a human. The reps are very helpful. I've had to ship my macbook from VT to TN for repairs and machine is back within 2 days. Parts that I didn't even ask to have fixed are replaced! The customer service is second to none.

    neilf23 1/20/10 8:16AM
  • I had a EXCELLENT experience with apple canada. i had a simple problem where my speaker in my iPod Touch 2G was very low in sound due to a Mfg defect. i called in waited about 5 minutes the customer service people are very courteous and friendly, he supplied me on the spot with a FedEx tracking number, the box arrived the next day, i put the device in the box, sealed it up, called the FedEx guy to get a pickup, which i also got a tracking number, my ipod arrived late the following day. So in three business days, i got my ipod replaced for a new unit. "it didn't cost me a cent", considering the $120 i paid for a 16GB off of craigslist* haha,

    Overall my experience with apple's customer service was excellent. I would buy apple over any other leading portable music or computer mfg..

    Adam sotnaS 1/3/10 11:54PM
  • We unfortunately have to buy these computers for the design oriented employees in our company. The hardware frequently breaks on the iMacs (logic boards are faulty and fail). Apple requires that the hardware fail 3 times before they are willing to replace the computer. Fortunately this usually occurs within 1-2 years so the computer is still under the apple care warranty. Unfortunately it means that we waste weeks worth of time waiting for them to fix the machines while they are down.

    On a more positive note, I am able to reach Apple customer service without much difficulty, they are always friendly, seem willing to solve my difficulties, and are knowledgeable. The representatives from the company have also informed me that they are aware of the frequent logic board failures on the imac. I wish the company would just solve the problem instead of simply replacing a faulty board with another faulty board which will fail 1 year down the line.

    annoyed71 11/17/09 6:27PM
  • had a problem with my iphone, the service tech at the store not all that friendly, a bit arrogant, but in the end what mattered was the sales people in the front. Very nice and very helpful. He held up to the positive customer service that Apple is known for. I was pleasantly surprised of the outcome and will continue to purchase Apple products!

    bubbles 9/29/09 12:41PM
  • Excellent Service, very friendly.

    Anonymous 9/28/09 12:58PM
  • Customer Service is the nearly secret treasure of working with Apple - if the public as a whole could get a taste of the difference between the service provided by Apple and the service provided by nearly every other big-name tech company (and I've worked with many), there would be a mass exodus from the PC world to the Apple world on that detail alone.

    Anonymous 9/23/09 2:53PM
  • Great company! Very friendly people!
    Microsoft should learn something from them.

    bones439 9/21/09 7:49PM
  • Apple Computers Customer Service is the best! I've never had an employee who is rude. If your specialist can't fix your problem they immediately bump you to the next level of service. In 20 years of using Apple computers I've only had one instance where the problem couldn't be fixed!

    Ameaux 9/4/09 9:47AM
  • Extremely nice and helpful.

    zallaz 8/20/09 11:50AM
  • Wow! This is what all companies should strive for.

    zonefish 8/20/09 7:33AM
  • Always english customer support, and always knowledgeable. I may be a PC fan but these guys know tech support. (I have a iPhone 3G).

    Neckername 5/23/09 8:57AM
  • Submit your comment >>
  • like others that have posted, i too work as a tech. adviser for apple. i trouble shoot apple routers and apple tv's. the last call of my day was spent with a woman that speaks broken english who cant sign in to netflix on apple tv. i asked customer to please try and sign in to netflix on a computer. after 10 min of her fighting me to just try, finally does. "unable to sign in, email address or password is invalid." i pleasantly explained why i cant help, and recommended following prompts on netflix website. she became irate and asked to speak to someone else. apologized, went to my senior adviser. wait time took 4 min. customer disconnected call. this is one instance of potentially 30 or so in a day. the customer is now furious at me, apple, apple tv, and netflix...... how is that at all apples fault? i had a firm tone towards the end of that call because i am not a whipping boy nor am i a phycologist. i am a tech adviser, and technically... the product was working as expected...and i advise logical deduction.

    in no way am i directly speaking on apples behalf, also you should read reviews here for other companies.

    just sayin 4/11/12 4:12PM

  • I concur with the above poster with Apple being the worst employment experience of my life.
    -Had to ask permission to use the restroom from managers that were 10 years younger than me.
    -Had to explain to management the nuances of how desktop/laptop components work before THEY could make a decision to charge my customers for repairing their issue since they were hired due to their big-box retail skills (GAP, Crate & Barrel) not because they had a thorough background in computers.
    -Myself as well as 200 customers witnessed a manager publicly berate a subordinate so severely that his face turned beet red as he began crying while trying to maintain any composure.
    -Witnessed an ASM(Assistant Store Manager) not only refuse an employee's request to visit the Emergency Room but then gave erroneous medical advice by indicating hand sanitizer would kill the potentially infectious agent.
    -Was one of 5 people who heard an ASM interrupt a Mac Genius as he had a customer's macbook apart only to ask why he had been with his current for 6 minutes longer than allowed. The ASM then told the Mac Genius that he should seek other employment.
    -Was told by ASMs to ignore post part repair/replacement to ignore hardware test failures and to call customers to pickup their "completed" repairs.

    Extremely unprofessional and nefarious company that gives the impression that they aren't like other companies until they have your money.

    Indebted Servitude 9/24/11 11:29PM

  • Working for Apple, I can tell you firsthand that, as with any call center, you have good advisors and not so good advisors. Company supervisors cannot listen to every single call and cannot "weed out" every not so skilled advisor, although if you aren't good at what you do, it does eventually catch up with you. I empathize with anyone who is unfortunate and gets one of "those" advisors that does not give them the support Apple is known for. Rest assured if you ever need to call Apple and you get me on the phone, you won't be disappointed.

    mrsjasonvoorhees 9/1/11 11:29AM

  • oh and actually mr anonymous apple support advisors all have an apple computer to use at work at least. I would know working for them. We don't just read from a script if we don't know how to solve everything we research the issue on the spot so you may get people who aren't any good at that. Anyone could figure out how to trouble shoot there computer if they knew how to use google. There are not a lot of reasons people should have to call.

    kwb 7/7/10 10:51AM

  • This was the worst employment experience of my life. Incompetent management and discriminatory practices.

    I would not recommend that anyone I know work for Apple

    Moof 1/2/10 2:20PM



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